Stateway Transportation Group, LLC

Initial Business Response / [redacted] (1000, 5, 2015/10/09) */ Contact Name and Title: [redacted] Contact Phone: XXX-XXX-XXXX Contact Email: [redacted] @statewayauto.com We appreciate [redacted] taking the time to give us feedback on her shipping experience and greatly apologize for any and all inconveniences it caused Since the order was cancelled, we have refunded the full deposit in the amount of $back to the card we have on fileThe refund confirmation details are listed below REFUND: Amount Credited: $ 10/09/2:01:46PM EDT Transaction Reference Number [redacted] XXXXXXX [redacted] XXXXXXX Initial Consumer Rebuttal / [redacted] (2000, 7, 2015/10/13) */ (The consumer indicated he/she ACCEPTED the response from the business.) They processed my refund on Oct 10, for $It's just sad that it had to come to me filing complaints after several attempts to contact them directly and resolve this

I truly apologize for the inconveniences this has in any way caused the customer.I have reviewed the order and I do show that we refunded the $cancellation fee back to the customers credit cardIf there is anything else we can do to resolve this and close the complaint please adviseThank you!

Initial Business Response / [redacted] (1000, 11, 2015/08/26) */ We were unable to process ***'s refund because he called his bank and disputed the $deposit he was charged [redacted] was charged the $deposit after we assigned and dispatched out his vehicle to a carrier, as stated in our terms and conditionsAfter a carrier was assigned, we called to confirm dispatch info at which point [redacted] denied ever placing an order with our company and stated that he only provided his credit card info so that we can "further process his quote." We do not ever take a credit card or charge for our customers to receive a quoteAfter we explained this and went over our terms with the customer, he was upset to learn that since he is canceling after we fulfilled our contract we would not be able to refund his entire deposit but only $of it, because we do retain a cancellation fee in the event that the customer cancels after we assign a carrier Shortly after he did a dispute with his bank This complaint is completely falseMany hours went into working to assign ***'s shipment to a carrier and to coordinate all of the details Initial Consumer Rebuttal / [redacted] (3000, 13, 2015/08/27) */ (The consumer indicated he/she DID NOT accept the response from the business.) The company's response lacks attention to the basis of my complaint: they say that they do not take credit card numbers or charge for quote purposesHowever, that is exactly what [redacted] (ext [redacted] asked of me, and I naively gave it to himPlease reference the original complaintIt seems [redacted] needs a refresher on company policies, procedures, terms and conditionsI never hired the company for any service, either verbally, written or otherwise, therefore I never entered into a contract with this companyIf the policy is to coax the woucustomer into providing a credit card number under the promise of a better quote and expedited potential service which therefore locks the unwitting customer into a one-sided contract, then he is probably your top salesmanOnline reviews and multiple Revdex.com complaints reflect the shoddy business practices of this companyMy credit card company investigated the nefarious charge and ultimately agreed with me; they revoked the charge and I have been fully refunded (with no help from the company)Stay away from this business!

Initial Business Response / [redacted] (1000, 5, 2015/06/30) */ Contact Name and Title: [redacted] Contact Email: ***@statewayauto.com Good Afternoon [redacted] , Can you please provide your order number? I need to look into this matter and see what the circumstances regarding this order Thank you [redacted] Initial Consumer Rebuttal / [redacted] (3000, 7, 2015/07/06) */ (The consumer indicated he/she DID NOT accept the response from the business.) Based on the accept response, it states that this will close my caseI have not had success with dealing with companyThey have charged my card for an amount that I did not authorize prior or what was not told about prior to chargingI tried to work with them and then was told that it did not matter and once I stated that I wanted to cancel my order then they wanted to hold me to he same agreement to take money that they did not honor to begin with in the taking the correct amount of money that was stated to meI also received an email after I told them that they had no right to take my money without my permission and without notifying prior to taking my money and that I was filing charges, that they were not changing it because the driver needed more money and that it would going to be a different amountThis was after being told what would be taken out of my accountThe attitude of them taking money that was over what was stated and causing a trickle down impact in my finances is not okayIt is also not a ethical way to do businessThey still took my money out of my account after I sent it in writing to cancel the serviceI just want my money backThank you Final Business Response / [redacted] (4000, 17, 2015/08/26) */ ***Document Attached [redacted] This vehicle was dispatched and assigned to a carrier, please see the dispatch sheet we have included to show that the vehicle was assignedThe customer was notified by email and numerous calls and voicemails were left to provide dispatch detailsIt was not until after we charged our deposit that the customer responded with the following email, "Hello ***, Obviously you do not take pride in your businessYou do not know if I other bills to payIt is not your place to decide that you will take more money after the factIt is your due diligence to contact me to let me knowPlease cancel this order and refund ALL my moneyI do not wish to use your service at allIf I have to take you to court, trust me I dont have a problem." Prior to placing an order with us the customer had agreed to our terms and conditions that clearly state that after we assign a carrier we will charge the deposit on the credit card provided to us "Customer authorizes and acknowledges that the pre-determined, minimal deposit will be charged once the order has been assigned to a carrier and dispatched for pickupThe remaining balance will be paid in Cash On Delivery (COD) directly to the carrierThis means that, unless, stated otherwise, the balance needs to be paid to the driver of the carrier upon delivery in cash, postal money order, or cashiers check." We greatly apologize for any and all inconveniences this might of caused, we simply carried out the terms of our agreement with the customer

Complaint: [redacted] I am rejecting this response because:Stateway Auto Transports statement that, "Her vehicle was picked up on 11/and delivered on 11/She is requesting a refund of $for a service we have already provided to her," is,in fact, totally inaccurate and misleadingAfter I was refused a refund from Stateway Auto Transport, I signed a contract with [redacted] on 11/11/which actually charged me more than Stateway [redacted] in conjuction with [redacted] ( [redacted] picked up my vehicle on 11/12/and delivered my vehicle on 11/19/ I have attached supporting evidence from [redacted] and [redacted] ***Jason [redacted] , owner of [redacted] has kindly offered his assistance to the Revdex.com in this matter if so needed Mr [redacted] can be reached at [redacted] .I have attached the following documents to support my claim: Signed Contract with [redacted] Order Receipt from [redacted] Dispach Sheet from [redacted] Signed (on both pick up and delivery of my vehicle) Bill of Lading from [redacted] ***Thank you, [redacted] Sincerely, [redacted] ***

We were very honest with Mr [redacted] throughout the processWe notified him that it was going to be picked up open, but then be transported on an enclosed from IL to LAThe vehicle arrived safely without a single scratch and was put on high priority by us and CFRThe delivery date we had for Mr [redacted] was 11/and the vehicle actually ended up being delivered a day earlier which was 11/

Initial Business Response / [redacted] (1000, 5, 2015/05/04) */ Contact Name and Title: [redacted] U / CSR Manager Contact Phone: XXX-XXX-XXXX Contact Email: ***@statewayauto.com This has been resolved

Apologies to Ms [redacted] was madeThe carrier that we issued the pick up to never notified us that Ms [redacted] canceled the order through themWe spoke to Ms [redacted] and our accounting team is in the process of issuing Ms [redacted] the refund of $In agreement with Ms [redacted] that once she receives the refund she will remove the complaint

Complaint: [redacted] I am rejecting this response because: Stateway quoted me a FIRM price of $1,and re-affirmed that price via email from them when I specifically asked if there was any way they would attempt to add to the firm, all-inclusive price quoted I have submitted this email from them with my Revdex.com complaint I still want the additional $i had to pay to actually have the vehicles shipped refunded to me.Also, Paul, a representative from Stateway called me the day I filed my complaint with Revdex.com telling me they would refund the $if I first removed my complaint filed with the Revdex.com Sincerely, Chris [redacted]

Complaint: [redacted] I am rejecting this response because:None of these extended timeframes were explained or given at the time the job was booked - the sales rep stated my car "WILL" be picked up Saturday, and that it "WILL" be shipped in 3-days, as it also states on the business website:"The “industry standard” as so many of our competitors point out, is to days on a coast to coast shipment and to days on shorter tripsWe here at Stateway make it our obligation to cut those standards in half! One of the reasons we are so respected in the field of auto shipping is because of our outstanding reputation for being the most reliable, cost-efficient and fastest transporters on the market The reason why most other companies cannot make the same claim is because they are just brokers and do not own their own trucksSuch companies know that it is not up to them to decide how long it will take to ship your carTherefore they say that it will take up to days in order to protect themselves from being responsible if one of their contracted drivers decides to go elsewhere with your vehicle still on the truck, as is very common in those cases since the driver works for himself and not the brokerage companyStateway Transportation Group LLChas always viewed this lewd and extremely inappropriate practice for what it is; deceitful businessOur primary responsibility is to pick up and deliver your vehicle according to the requested dates."This business did not adhere to any of the promised/forecasted pickup or delivery dates whatsoever when the job was booked Sincerely, Kathy ***

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 Sincerely, [redacted]

We are trying to reach a resolution with customerThis is a shipment through a third party carrierStateway did NOT transport this vehicleThank you

Complaint: [redacted] I am rejecting this response because: I am not asking for a full refund and I am happy that my car arrived undamaged. The main thing I am disappointed with is that I was told my car would be transported to my house by one of their enclosed trucks and made to believe that it would not be brokered out. I had canceled my previous carrier which was going to charge me $1250 for an enclosed truck with a up front fee of $200, which they refunded me. I made the change because they were a broker and thought this was causing the delay. If I would have waited one more day, [redacted] would have picked up the car and had a delivery date on the 12th or 13th. As it turned out, I received the car on the 16th not the 15th which was I was told. Is $445 a reasonable broker fee or $200? I was in contact with CFA during this process and do not fault them in anyway. I feel that Stateway misrepresented themselves and if they would have been honest during this process things would have been much better. Sincerely, Glen [redacted]

Initial Business Response /* (1000, 6, 2015/10/12) */
One of our newer reps quoted this wrongWe have since pulled him aside and fixed the issue internallyAs soon as this issue was researched, we did send a check for the remaining balance of the deposit for this transferThere should
currently be a check in the mail for a total of $155, on its way to *** ***
First check partial refund was sent for a total dollar amount of $and the second check was a total of $155, for a grand total refund of $The car was delivered and we are very sorry that this issue occurred with *** ***
I am confused why *** *** is asking for a refund of $The car was delivered and a conformation call was made with the driver's cost before the car was shippedThe customer agreed to the amount

Mr *** was confirmed by our supervisor that the price has changedWe had told Mr *** that we could keep the vehicle shipping for the price of $1495, but cannot guarantee that it will be picked upWe found a driver willing to pick it up at the earliest date for $We confirmed this with Mr *** and he accepted the price changeThere was never a discussion during the confirmation that we will be paying him $for the differenceWe never charged Mr *** In regards to getting the complaint removed for refunding $105, this was a mistake in our partWe called Mr *** before finding out that we never charged him a single dollar

Ms *** 1st available pick up date was 11/12. We told her on 11/that our dispatch team is still working on her order and has not yet assigned a driverWe have an email sent on 11/telling her that a driver was not yet assigned and that our dispatch team was still working on her
order. Per department of transportation we are given the standard day pick up window from her 1st available pick up date to get her picked upOn 11/we notified Ms *** that we now have a driver to pick up her vehicleShe confirmed this pick up and we were able to get her vehicle picked up, which is only days past her 1st available pick up dateThe route Ms *** has is from NY to TXThis route is given a 4-day window for deliveryShe was picked up on 11/and was delivered on 11/This is still within her 4-delivery windowTypically most delivery from NY to TX usually takes 4-days, but it is the open road and unexpected delays due occur during the processIn regards to us not communicating with Ms ***We have recorded calls of communication with Ms ***We tried our best to help Ms ***, but at certain times she was very hard to work with

Mr *** was provided the best available enclosed transport from Chicago IL to Las Vegas, NVCFR was the company that we contracted to ship the vehicleCFR is the biggest coast to coast transportation company and we have been working with them for several yearsNow back to Mr ***s vehicleMr
*** stated to us how expensive the vehicle is and how important it is to get it to NV safe and not damagedWe took this in account when contacting companies that we work with to make sure we get Mr *** the best possible service and this was when we decided to contact CFRCFR has terminals going from IL to LA which are fully enclosed through train transportFrom LA it was delivered to NV on an open flat bed, but very safelyNow Mr *** is requesting a refund for the services we have provided and we don't feel that is fairWe have provided Mr *** a service which was 90% enclosed and 10% open by the most reputable coast to coast transportation companyThe vehicle arrived safely without a single scratch and on time

Initial Business Response /* (1000, 5, 2015/04/17) */
Contact Name and Title: *** * / CSR Manager
Contact Phone: XXX-XXX-XXXX
Contact Email: ***@statewayauto.com
Our carrier *** *** provided a copy of the Vehicle Inspection Report indicating all the same spots that you said there were
damage when picking up the vehicle.Stateway Auto Transport reached out to you with this informationWe were also provided a Bill of Lading in which this was signed off on by the receiving partyWe provided you the carriers insurance in order for you to submit your claimI apologize if you feel this was handled incorrectlyHowever everything was done by proper procedure internally
Initial Consumer Rebuttal /* (3000, 7, 2015/04/20) */
(The consumer indicated he/she DID NOT accept the response from the business.)
I contracted with StatewayNOT *** *** TruckingTake the time to read your web siteI should not have to do all the foot work to get my vehicle fixedAgain....read your website and the part that specifically states "Why anyone should choose Stateway" I spent 1/weeks of my life getting brushed off by StatewayYour web site also states that Stateway uses their own driversApparently that didn't happen with meIt's now one month later and my car still isn't fixedI've been through people at Stateway, then you brush me off to an insurance company, after they make their decision, then I get brushed off to the actual carrierThe carrier *** *** trucking are the only people who actually helped meStateway has terrible, terrible customer service and extremely poor business practices
Final Business Response /* (4000, 9, 2015/05/02) */
We are so sorry that you feel that way about the way things were handledWe did are best to help with everything we couldWe are glad *** *** Trucking could help you due to them transporting your vehicleHope you have a good weekend
Final Consumer Response /* (4200, 11, 2015/05/04) */
(The consumer indicated he/she DID NOT accept the response from the business.)
All the promises they make on their web site are falseThey make you believe "they've got you covered"Vehicle tracking, insurance coverage forms, customer servicesAll a jokeEverything they say is a lieI had to do all the leg work to get my vehicle taken care of, and I mean everythingStateway Auto: NEVER,NEVER againThey make promises they can't keep

Mr *** was quoted $as this was the regular price from OH to CAOur dispatch team, after several days of working on this specific order to find a driver was not able to find a driver for the given price of $Upon 10/we notified Mr *** that this was the only way the vehicle was
going to get picked up was for the price of $This includes our deposit of $being taken off and everything going to the carrier "CRC Transport LLC"We did not collect any payment from Mr *** and everything was paid directly to the carrier who picked up both of his vehiclesMr *** confirmed and went with the price the carrier was asking forWe simply worked as a free broker in this order and collected $from Mr ***

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
Sincerely,
*** ***