RCG Logistics

I bought a truck at Copart in Newburgh, NY. Then, the deal fell through. I sent an email to RCG/JP Garcia that I would not need his service that I had not bought the truck because it had a bad motor. Mr. Garcia sent transport to pick up the truck anyway. Then, once they got outside the Copart facility, called and told me they had picked the truck up for me. I told him I cancelled the day before. He confirmed the cancellation but then started to try to get me to take the truck saying they would not let him take it back into the Copart facility. I told him firmly NO, that I did not want a truck with a blown motor. That he screwed up by taking it off of the facility premises. He then took the truck to wherever for storage. I spoke with the manager of Newbergh, Copart and explained that RCG picked up the truck by accident. We made agreement on Nov. 7 to return the truck. I immediately sent a message to Mr. Garcia to return the truck asap! On Nov. 20, the truck was still not returned. I asked Mr. Garcia why the truck was not returned. He replied the truck would be returned by the end of the day and would give me updates. I heard NOTHING all day. By the end of the next day, after leaving several messages, I spoke with Mr. Garcia and he said he would look into it? WTF! He has no idea where the truck is!? NOW, I have to report it stolen just to get the truck returned...if that is even possible? DO NOT SHIP WITH THIS COMPANY. THEY ARE VERY INCOMPETENT AND YOU VEHICLE WILL GO MISSING ! There are several other reliable companies.

RCG Logistics (RCG) arranged the transportation of the customer's [redacted] CJ-to be shipped from FL to ORRCG Logistics performed the role of a freight broker, and hired a carrier who transported the customer's vehicleCustomer's vehicle was inoperable which made it very challenging to transport as it was not able to drive on and off the trailer on its own powerThe first carrier we hired but was not able to transport the vehicle and finding another carrier took longer than expectedAt no point was the customer obligated to work with RCG, nor was he charged a fee until his vehicle was picked upCustomer had a right to select another company and no point did we even suggest of charging a cancellation or a termination feeOur policy is to only charge the transportation fee after a vehicle has been picked upWhen the second carrier was hired we instructed him to contact the customer and arrange a pick upThe driver was able to load the vehicle onto his open air trailer and proceed to ship the vehicle across countryDuring the transit the carrier notified RCG and the customer that the hard top flew off the vehicle, the carrier stopped to pick up the now detached hardtop and fastened with improvised tools so it can be delivered to the customerAttached is the picture of the hardtop which was heavily rusted and not properly attached to the vehicleUpon delivery of the vehicle the customer called RCG very upset that his hard top was damagedWe informed the customer that we would investigate the damages and take appropriate actionsThe customer became very angry and started screaming over the phone and aggressively using profanity in an attempt to intimidate and belittle the customer service representative (***) that was assisting him in this matterAdditionally the customer threatened the customer service representative.RCG promptly started the claims in which the customer & the carrier (truck driver) was interviewedThe pictures (attached) of the vehicle were assessedIt was our determination that hard top flying off was not the fault of the driver but was caused by wind consistent with driving on an interstateIt was outside of the scope of driver's responsibilities and skills to assess the structural integrity of the vehicle or the accessories attached to said vehicle In our order terms (found here) we specify that that RCG and the hired contractor are only responsible for damage directly caused by RCGWe determined that hard was not properly attached by the vehicle's owner, and it was the owner's responsibility to ensure that the vehicle was road worthy before being transportedThe picture do not show any damage that would be consistent with the carrier being involved in a collision that would cause the described damage to the vehicleCustomer authorizes RCG, its subcontractors, agents and employees to drive, park, store and otherwise operate or transport the vehicle(s) in any manner necessary to fulfill the obligations under this AgreementIN NO EVENT SHALL RCG LOGISTICS, ITS SUBCONTRACTORS, AGENTS, OR EMPLOYEES BE LIABLE FOR ANY DAMAGES EXCEPT FOR DAMAGES TO VEHICLES ACTUALLY TRANSPORTED AND ONLY TO THE EXTENT SUCH DAMAGES WERE CAUSED BY RCG LOGISTIC’S GROSS NEGLIGENCE OR INTENTIONAL CONDUCTCustomer specifically agrees and hereby waives any other claims against RCG Logistics or its subcontractor including, but not limited to minor damages such as scratches, scrapes and chips that result from road conditions and wear and tear; damages caused by leaking fluids, battery acid and/or cooling system anti-freeze solution; industrial fall-out; mechanical malfunctions; alignment; glass damage; overloaded vehicles; defective or insufficient brakes, parking brake or parking gear; damage to loose, torn or visibly worn convertible tops; damage to vehicle boots, caps, masks, bras or any other type of covering;damage caused as a result of the inoperable condition of the vehicle; damage caused by tie-downs that break or tear due to vehicle’s age or condition; damage that is undetectable due to the vehicle’s dirty condition at the time of pick-up; or damage caused as a result of acts of God or other Force Majeure eventsADDITIONALLY, RCG LOGISTICS WILL NOT PROVIDE REIMBURSEMENT FOR AUTO RENTAL FEES RESULTING FROM DELAY, DAMAGE OR ACCIDENT.RCG is committed to providing high quality vehicle shipping services to customers all over the United StatesPart of that commitment involves paying out claims promptly and fairlyOur investigation has determined that vehicle's age and condition contributed to the damage sustained to the customer's vehiclePlease advise if you have any additional questions

I am rejecting this response because:There are several inaccurate conclusions made by the business in this caseI will highlight them below: #1Customer's vehicle was inoperable which made it very challenging to transport as it was not able to drive on and off the trailer on its own powerThe first carrier we hired but was not able to transport the vehicle and finding another carrier took longer than expectedAt no point was the customer obligated to work with RCG, nor was he charged a fee until his vehicle was picked upCustomer had a right to select another company and no point did we even suggest of charging a cancellation or a termination feeOur policy is to only charge the transportation fee after a vehicle has been picked up -I don't even understand how this statement pertains to the fact it took them 1+ Months to get the vehicle picked up after repeated failed promises to do soFurthermore it was stated by "***" attempted to suggest this was not their issue and tried to skip out on accountabilityOnly after shouting and profanity was I promised an investigation would take place, before that point there was a polite "its not our issue" answer coming from "***/***"I will concur that the customer is VERY upset and unhappy with the lack of accountability and customer service #4RCG promptly started the claims in which the customer & the carrier (truck driver) was interviewedThe pictures (attached) of the vehicle were assessedIt was our determination that hard top flying off was not the fault of the driver but was caused by wind consistent with driving on an interstateIt was outside of the scope of driver's responsibilities and skills to assess the structural integrity of the vehicle or the accessories attached to said vehicle -Pictures mentioned in point #show structural integrity of the mounting points were well within toleranceI question the fact the vehicle could go miles with no issues and only have a problem after a sleep stopEvidence points toward either tampering or improper transport of the vehicle in the custody of RCG Logistics and/or its agent#5In our order terms (found here) we specify that that RCG and the hired contractor are only responsible for damage directly caused by RCGWe determined that hard was not properly attached by the vehicle's owner, and it was the owner's responsibility to ensure that the vehicle was road worthy before being transportedThe picture do not show any damage that would be consistent with the carrier being involved in a collision that would cause the described damage to the vehicle -Contract Terms were not provided prior to payment or pickup and were not reviewed or signed by the customerThis is the first time these have been sent to the customer, clearly showing lack of accountability and customer service of this sub-standard companyThis is yet another attempt to clearly wiggle out of being accountable

Revdex.com,Thank you for the opportunity to rebut the baseless accusations of RCG Logistics and its agentsI would like the opportunity to state that I’m appalled that RCG Logistics is taking weeks to reply to my statements, without evidenceA pattern I will make clear with the complete correspondence record I’ve included in my responseTo Begin, I would like to rebut the claim that the Customer was provided the contract via email multiple timesI have included the complete email correspondence (Email Communications (1/2).pdf) I had with RCG Logistics in order to support my claim, and no where in any message was a contractSimilarly, nowhere is there a signed contract that I sent backI was not provided, nor did I sign, or agree to any terms of service or contractI would also state I chose this company was the claim that they were insured, as shown on the quote included, this obviously isn’t true as I have not been provided their insurance information in order to make a claim.Moving on, RCG Logistics maintains I could have chosen a different service provider at any time, this is true, but has nothing to do with the poor communications and service received from the company There was days from Quote to the first reply from ***, I asked for hours to get my agent on site, then followed up hours later and was told hours later that the driver left the night before why wouldn’t I be informed of thatI followed up days later, asking if another driver had been found and got a reply the next day that a driver had been foundClearly it appears RCG logistics is reacting to my request for an update rather than actually working in the background on my requestI am not trying to make them look bad, they are doing quite a good job all on their ownEverything I’ve written is backed by the provided complete email communications I’ve included in my rebuttalNext, addressing the verbally abusive comments directlyOnly after delivery of the vehicle was I told that RCG Logistics was already aware of the damage to my vehicleThe Driver told me that this was between me and RCG Logistics and leftThis is clearly in line with the level of communications RCG Logistics has had with me, but it shows they clearly thought it would be good to hide the fact from the customermaybe thought I wouldn’t call themI became very upset when “***/***” summarized his belief that this was my fault, first it was rusty, then it was improper installation, the reasons kept changingI became very loud (and I’m a loud talker naturally)I was also very upset for being denied access to a supervisor to discuss the claim, further insinuating my claim that they had completed the investigation and reached a decision without ever even notifying me of damage to the vehicleAdditionally, on point regarding hard top attachment, and build qualityThe hard top was in perfect shape when my agent turned over the vehicleNo Scrapes, bumps or structural defects of any kind either on the top or mounting surfaceThe claim of vehicle age is baseless as the top is Fiberglass and doesn’t rust, and the post incident pictures provided by RCG Logistics show no rust, in fact they show the good condition of the mounting pointsThere was no inspection by RCG Logistics or its Agent before the vehicle was loadedThere is no pictorial evidence shown that backs the assertion that the hard top was not properly securedRCG Logistics does not have any evidence the top was improperly secured and lacks a pre-inspection to back any assertion that it was.Finally, I don’t see any photo’s provided to this investigation that support the assertion that build quality, age, or installation were factors in the Hard Top incidentThis fiberglass top weighs around Pounds and was secured properly secured with nickel plated nuts and bolts to prevent rust decayMounting points were properly painted and rust freeincluded photo taken by RCG ( [redacted] in my previous response) shows metal bent outward and the fiberglass broken around the mounting pointAnother conclusion to what happened is that someone was in the process of trying to remove the hardtop from the vehicle at a rest stop and was not able to finish, therefore creating a situation where the top flew upThe driver state that the incident happened after a rest stop

1) Customer had an option to chose a different service provider at any time - we didn't force him to wait for us a whole monthThe customer was made aware that this is a challenging lane and could take a while. 2) The hard top that flew off was not attached correctly as it would have been by the manufacturerWe are not held responsible by the build quality of the accessories customer chose to install on their vehiclesThe vehicle's age was likely a contributing factor as well. 3) Customer was verbally abusive and disparaging to our dispatcher, the fact can be corroborated by several office staff who could not help but overhear the customer yelling at the top of his lungs through the phone. 4) Pictures show that poor installation and build quality was a contributing factor to the hard top flying out in transitThere is a perfectly reasonable explanation why the hardtop only flew out after miles: the stress from continued exposure to wind as vehicle was transported at highway speeds eventually weakened the connection causing the hardtop to fly out. 5) Customer was provided the contract multiple times by email and links to our websiteCustomer is simply trying to make RCG Logistics look bad because he is upset about his hard top flying out in transitI'm sympathetic to his loss, but unfortunately RCG nor its contractor were liable for this damage as it occurred within the typical operating proceduresI see not evidence of negligence on the part of the contractor or RCG Logistics

RCG Logistics (RCG) arranged the transportation of the customer's 1976 [redacted] CJ-7 to be shipped from FL to OR. RCG Logistics performed the role of a freight broker, and hired a carrier who transported the customer's vehicle. Customer's vehicle was inoperable which made it very challenging to...

transport as it was not able to drive on and off the trailer on its own power. The first carrier we hired but was not able to transport the vehicle and finding another carrier took longer than expected. At no point was the customer obligated to work with RCG, nor was he charged a fee until his vehicle was picked up. Customer had a right to select another company and no point did we even suggest of charging a cancellation or a termination fee. Our policy is to only charge the transportation fee after a vehicle has been picked up. When the second carrier was hired we instructed him to contact the customer and arrange a pick up. The driver was able to load the vehicle onto his open air trailer and proceed to ship the vehicle across country. During the transit the carrier notified RCG and the customer that the hard top flew off the vehicle, the carrier stopped to pick up the now detached hardtop and fastened with improvised tools so it can be delivered to the customer. Attached is the picture of the hardtop which was heavily rusted and not properly attached to the vehicle. Upon delivery of the vehicle the customer called RCG very upset that his hard top was damaged. We informed the customer that we would investigate the damages and take appropriate actions. The customer became very angry and started screaming over the phone and aggressively using profanity in an attempt to intimidate and belittle the customer service representative ([redacted]) that was assisting him in this matter. Additionally the customer threatened the customer service representative.RCG promptly started the claims in which the customer & the carrier (truck driver) was interviewed. The pictures (attached) of the vehicle were assessed. It was our determination that hard top flying off was not the fault of the driver but was caused by wind consistent with driving on an interstate. It was outside of the scope of driver's responsibilities and skills to assess the structural integrity of the vehicle or the accessories attached to said vehicle.    In our order terms (found here) we specify that that RCG and the hired contractor are only responsible for damage directly caused by RCG. We determined that hard was not properly attached by the vehicle's owner, and it was the owner's responsibility to ensure that the vehicle was road worthy before being transported. The picture do not show any damage that would be consistent with the carrier being involved in a collision that would cause the described damage to the vehicle. Customer authorizes RCG, its subcontractors, agents and employees to drive, park, store and otherwise operate or transport the vehicle(s) in any manner necessary to fulfill the obligations under this Agreement. IN NO EVENT SHALL RCG LOGISTICS, ITS SUBCONTRACTORS, AGENTS, OR EMPLOYEES BE LIABLE FOR ANY DAMAGES EXCEPT FOR DAMAGES TO VEHICLES ACTUALLY TRANSPORTED AND ONLY TO THE EXTENT SUCH DAMAGES WERE CAUSED BY RCG LOGISTIC’S GROSS NEGLIGENCE OR INTENTIONAL CONDUCT. Customer specifically agrees and hereby waives any other claims against RCG Logistics or its subcontractor including, but not limited to minor damages such as scratches, scrapes and chips that result from normal road conditions and wear and tear; damages caused by leaking fluids, battery acid and/or cooling system anti-freeze solution; industrial fall-out; mechanical malfunctions; alignment; glass damage; overloaded vehicles; defective or insufficient brakes, parking brake or parking gear; damage to loose, torn or visibly worn convertible tops; damage to vehicle boots, caps, masks, bras or any other type of covering;damage caused as a result of the inoperable condition of the vehicle; damage caused by tie-downs that break or tear due to vehicle’s age or condition; damage that is undetectable due to the vehicle’s dirty condition at the time of pick-up; or damage caused as a result of acts of God or other Force Majeure events. ADDITIONALLY, RCG LOGISTICS WILL NOT PROVIDE REIMBURSEMENT FOR AUTO RENTAL FEES RESULTING FROM DELAY, DAMAGE OR ACCIDENT.RCG is committed to providing high quality vehicle shipping services to customers all over the United States. Part of that commitment involves paying out claims promptly and fairly. Our investigation has determined that vehicle's age and condition contributed to the damage sustained to the customer's vehicle. Please advise if you have any additional questions.

I am rejecting this response because:There are several inaccurate conclusions made by the business in this case. I will highlight them below: #1Customer's vehicle was inoperable which made it very challenging to transport as it was not able to drive on and off the trailer on its own power. The first carrier we hired but was not able to transport the vehicle and finding another carrier took longer than expected. At no point was the customer obligated to work with RCG, nor was he charged a fee until his vehicle was picked up. Customer had a right to select another company and no point did we even suggest of charging a cancellation or a termination fee. Our policy is to only charge the transportation fee after a vehicle has been picked up  -I don't even understand how this statement pertains to the fact it took them 1+ Months to get the vehicle picked up after repeated failed promises to do so. Furthermore it was stated by "[redacted]" that he has had issues with this driver in the past. Clearly the failure of communications goes far beyond the customer in this case. I never disputed that they charged me after the pickup of the vehicle, simply stating that while they never called or updated me on the status of finding a driver, they sure called quick for payment when it was picked up. Very clear pattern of extremely poor customer service and accountability. #2During the transit the carrier notified RCG and the customer that the hard top flew off the vehicle, the carrier stopped to pick up the now detached hardtop and fastened with improvised tools so it can be delivered to the customer. Attached is the picture of the hardtop which was heavily rusted and not properly attached to the vehicle.   -I'm not sure this statement holds true at all. I have re-attached an image that RCG Logistics themselves attached to their reply clearly showing the rear hard top mounting point is fibreglass and therefore cannot rust. It furthermore shows the body mounting point with the metal flared out on the body by the zip tie meaning it was secure properly and is not rusted. This is another attempt to shed the liability of a sub-standard company and poor customer service.  #3Upon delivery of the vehicle the customer called RCG very upset that his hard top was damaged. We informed the customer that we would investigate the damages and take appropriate actions. The customer became very angry and started screaming over the phone and aggressively using profanity in an attempt to intimidate and belittle the customer service representative ([redacted]) that was assisting him in this matter. Additionally the customer threatened the customer service representative.  -At no point were  threats against any representatives of RCG Logistics made. Threats of legal actions against RCG Logistics and its Agents were implied if this matter was not resolved in a civil manner and only after "[redacted]" attempted to suggest this was not their issue and tried to skip out on accountability. Only after shouting and profanity was I promised an investigation would take place, before that point there was a polite "its not our issue" answer coming from "[redacted]". I will concur that the customer is VERY upset and unhappy with the lack of accountability and customer service.  #4RCG promptly started the claims in which the customer & the carrier (truck driver) was interviewed. The pictures (attached) of the vehicle were assessed. It was our determination that hard top flying off was not the fault of the driver but was caused by wind consistent with driving on an interstate. It was outside of the scope of driver's responsibilities and skills to assess the structural integrity of the vehicle or the accessories attached to said vehicle.    -Pictures mentioned in point #2 show structural integrity of the mounting points were well within tolerance. I question the fact the vehicle could go 1000 miles with no issues and only have a problem after a sleep stop. Evidence points toward either tampering or improper transport of the vehicle in the custody of RCG Logistics and/or its agent. #5In our order terms (found here) we specify that that RCG and the hired contractor are only responsible for damage directly caused by RCG. We determined that hard was not properly attached by the vehicle's owner, and it was the owner's responsibility to ensure that the vehicle was road worthy before being transported. The picture do not show any damage that would be consistent with the carrier being involved in a collision that would cause the described damage to the vehicle.   -Contract Terms were not provided prior to payment or pickup and were not reviewed or signed by the customer. This is the first time these have been sent to the customer, clearly showing lack of accountability and customer service of this sub-standard company. This is yet another attempt to clearly wiggle out of being accountable.

Revdex.com,Thank you for the opportunity to rebut the baseless accusations of RCG Logistics and its agents. I would like the opportunity to state that I’m appalled that RCG Logistics is taking 2 weeks to reply to my statements, without evidence. A pattern I will make clear with the complete correspondence record I’ve included in my response. To Begin, I would like to rebut the claim that the Customer was provided the contract via email multiple times. I have included the complete email correspondence (Email Communications (1/2).pdf)  I had with RCG Logistics in order to support my claim, and no where in any message was a contract. Similarly, nowhere is there a signed contract that I sent back. I was not provided, nor did I sign, or agree to any terms of service or contract. I would also state I chose this company was the claim that they were insured, as shown on the quote included, this obviously isn’t true as I have not been provided their insurance information in order to make a claim.Moving on, RCG Logistics maintains I could have chosen a different service provider at any time, this is true, but has nothing to do with the poor communications and service received from the company.  There was 14 days from Quote to the first reply from [redacted], I asked for 24 hours to get my agent on site, then followed up 24 hours later and was told 2 hours later that the driver left the night before… why wouldn’t I be informed of that. I followed up 13 days later, asking if another driver had been found and got a reply the next day that a driver had been found. Clearly it appears RCG logistics is reacting to my request for an update rather than actually working in the background on my request. I am not trying to make them look bad, they are doing quite a good job all on their own. Everything I’ve written is backed by the provided complete email communications I’ve included in my rebuttal. Next, addressing the verbally abusive comments directly. Only after delivery of the vehicle was I told that RCG Logistics was already aware of the damage to my vehicle. The Driver told me that this was between me and RCG Logistics and left. This is clearly in line with the level of communications RCG Logistics has had with me, but it shows they clearly thought it would be good to hide the fact from the customer.. maybe thought I wouldn’t call them. I became very upset when “[redacted]/[redacted]” summarized his belief that this was my fault, first it was rusty, then it was improper installation, the reasons kept changing. I became very loud (and I’m a loud talker naturally). I was also very upset for being denied access to a supervisor to discuss the claim, further insinuating my claim that they had completed the investigation and reached a decision without ever even notifying me of damage to the vehicle. Additionally, on point regarding hard top attachment, and build quality. The hard top was in perfect shape when my agent turned over the vehicle. No Scrapes, bumps or structural defects of any kind either on the top or mounting surface. The claim of vehicle age is baseless as the top is Fiberglass and doesn’t rust, and the post incident pictures provided by RCG Logistics show no rust, in fact they show the good condition of the mounting points. There was no inspection by RCG Logistics or its Agent before the vehicle was loaded. There is no pictorial evidence shown that backs the assertion that the hard top was not properly secured. RCG Logistics does not have any evidence the top was improperly secured and lacks a pre-inspection to back any assertion that it was.Finally, I don’t see any photo’s provided to this investigation that support the assertion that build quality, age, or installation were factors in the Hard Top incident. This fiberglass top weighs around 150 Pounds and was secured properly secured with nickel plated nuts and bolts to prevent rust decay. Mounting points were properly painted and rust free. included photo taken by RCG ([redacted] in my previous response) shows metal bent outward and the fiberglass broken around the mounting point. Another conclusion to what happened is that someone was in the process of trying to remove the hardtop from the vehicle at a rest stop and was not able to finish, therefore creating a situation where the top flew up. The driver state that the incident happened after a rest stop.

Review: After much research, I decided to use "RCG Logistics" to handle with the transport of my 1976 [redacted] CJ-7 from Florida to Oregon. I got a quote from their website (rcgauto.com) and was quoted $1425 on February 22nd, 2016. I was contacted by [redacted] almost 7 days later (by email) to say that they had a driver in the area, which did not work out. This back and forth via email went on for over a month, until FINALLY it was picked up on March 30th, 2016. I found out it was picked up by the driver calling me, I was not notified by [redacted] to expect pickup. The communications with this company is completely unprofessional. I traveled to Florida on March 22nd on Vacation, and while there looked over the [redacted] to ensure basic items (such as the removable hard top, doors, etc) were secured for transport. This was a double check as I had the caretaker do the same in February. I was notified in the middle of transit of damage done to my [redacted] by the Driver (who did contact RCG Logistics, however, RCG Logistics did not notify me of any damage, ever). They said "The Hard Top flew off" and "ripped the bolts out". The hard top was secured upon my inspection with 1 grade 8 bolt in each corner. It also went 900 Miles (Deltona, FL to Houston, TX) with no issues and it didn't "fly off". Upon delivery the driver tried to ignore the issue, noted it on the Bill of Laden, and said it was between myself and RCG Logistics. As I noted early, [redacted] never contacted me about the damage, so I called them, and got very frustrated after being told it was my fault and there were no bolts. I asked to file a claim and there was no formal process, no paperwork, I was told they would get back to me after a week. I asked for the Owners Phone number and was refused, but I was given the email address of [redacted] (who is not the owner, but [redacted]s manager/family member, can see that here: [redacted]). In closing, the poor service, communication, and experience I have had have ended with my priceless family heirloom being damagedDesired Settlement: The original hardtop for a 1976 [redacted] CJ-7 is hard to find. A CJ-7 Hard Top goes for around $900-1000 in good condition. I will accept payment for replacement top in good condition of $1000 or a "Good Condition" hard top with shipping costs included.

Business

Response:

RCG Logistics (RCG) arranged the transportation of the customer's 1976 [redacted] CJ-7 to be shipped from FL to OR. RCG Logistics performed the role of a freight broker, and hired a carrier who transported the customer's vehicle.

Review: carrier do not pick up my car on 8-1 as agreed. I paid $150 USD deposit and no word, email, or phone as to pick up date.

misrepresentation of reliability. they take money but do not provide the service. I have emailed, phoned but getting no response or replies. Invoice number XXXXX-QI...contact name is

RCG Logistics

9300 W Stockton Blvd * Elk Grove, CA 95758

Salesperson: [redacted]

Phone: (XXX) XXX-XXXX

Fax: (XXX) XXX-XXXX

Email: [redacted]@rcgauto.comDesired Settlement: Performance or refund plus interest.

Business

Response:

Business' Initial Response

Contact Name and Title: [redacted],Manager

Contact Phone: XXXXXXXXXX

Contact Email: [redacted]@rcguato.com

We have been in contact with Mr. [redacted] by email; when Mr. [redacted] decided to cancel his order we offered him an option to get the deposit refunded back to his credit card, which he denied. Instead he asked us to mail a check for the amount of $150 to him in South Dakota. At no time did we ever mention or attempt to withhold the deposit that was paid by Mr. [redacted].

The check [redacted] has been mailed on Friday (08/09)

In regards to Mr. [redacted] request to have this vehicle picked up on 08/01 - we were not able to do that but we also do not guarantee pick up dates.

We did however have a carrier assigned to pick up on 08/05 which did not work for Mr. [redacted]. This shipment was delivering to a very lightly traveled part of the country, this created a delay in assigning a carrier that would be willing to go there.

I agree that the communication could have been better between us and I will do everything possible to prevent this type of situation from occurring again.

Review: Terrible customer service. Everything was great in setting up my order to have my car shipped across country. They were happy to take my money for pick up. But that is where the service ended. My car was 4 days late, the driver was incredibly rude and tried to require me to drive across town to pick up the car, and there seems to be no accountability at all when I called RCG Logistics to figure this all out. I called RCG Logistics they told me they were not sure why the car was late and that they would call the driver. This conversation happened multiple times over the next four days. I never got a call back from RCG Logistics. Ultimately I never got an answer as to why my car was four days late. One receptionist postulated that it might be due to the holiday weekend (Memorial Day). I reminded her that holiday calendars are available in advance and that I still did not understand why my car was 4 days late. When I agree to a service I expect that service to be rendered with professionalism. Mistakes happen. But when they do, I expect them to be addressed. RCG Logistics failed to meet either of these expectations.Desired Settlement: Cost of RCG Logistics fee: 200Cost of transportation of vehicle: 1060Coat of rental car due to inaccurate service agreement: 250I believe it would be appropriate for RCG Logistics to refund their fee as well as the personal costs for a rental vehicle incurred due to their error. In addition, part of the cost of transportation should be refunded because it would have been cheaper to ship my vehicle over this extended period had that been set from the beginning.

Business

Response:

We acknowledge the fact that customer's vehicle was delivered later than anticipated, however at no time did we guarantee a specific date. In fact in all of our communications (email, phone) we refer to the delivery date as an estimate. It is not unusual for a car hauler to be delayed by variety of factors including: delivery complications, mechanical breakdown, weather delays, traffic and so on. In this particular case 8 other vehicles were being delivered over 2500 miles.