Stateway Transportation Group, LLC

Initial Business Response /* (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 $145.00 back to the card we have on file. The refund confirmation details are listed below.
REFUND:
Amount Credited: $145.00
10/09/2015 2:01:46PM EDT
Transaction Reference Number [redacted] XXXXXXX[redacted]XXXXXXX
Initial Consumer Rebuttal /* (2000, 7, 2015/10/13) */
(The consumer indicated he/she ACCEPTED the response from the business.)
They processed my refund on Oct 10, 2015 for $145.00. It's just sad that it had to come to me filing complaints after several attempts to contact them directly and resolve this.

Upon delivery of the vehicle, Mr.[redacted] accepted his vehicle from the carrier we had assigned to the shipment (in this case a third party, subcontracted carrier, not affiliated with Stateway in any way) and after driving the vehicle, according to Mr. [redacted], he realized there was damage on his rear...

windshield.Since Stateway was not the company that transported the vehicle, and acted as a third party broker in this case, we cannot be held responsible for any damage caused by a company not affiliated with us in anyway. Furthermore, before a vehicle is released back to the customer on the delivery end, each vehicle is inspected and a Bill of Lading is filed out and signed both by the carrier company and the vehicles owner (or authorized delivery point contact). If there is any damage, it must be documented on the Bill of Lading and signed in order for the customer to be able to file an insurance claim with the carriers insurance company. We have been in constant contact with Mr.[redacted] regarding this issue and have been doing everything we can to help assist. We should not however be held responsible for something we physically did not do. As stated in our industry standard Terms and Conditions, the customer agreed to prior to placing his order, if there is damage during shipment it MUST be recorded on the Bill of Lading and the assigned carrier ONLY is responsible for any and all damage."The assigned carrier, solely, is responsible for the condition and/or damage of your vehicle while it is in his possession. In such event, the carrier solely shall be responsible for all obligations to Customer. Stateway Transportation Group LLC. will share the carrier insurance policy information upon request but is not the entity responsible for any damages. Customer shall file all claims with the carrier identified on the Bill of Lading and hereby releases Stateway Transportation Group LLC. from any and all claims arising out of or related to any actions or inactions of the carrier. All claims must be noted and signed for at time of delivery, and submitted in writing to the assigned carrier within the terms of that carrier’s Bill of Lading.”Mr.[redacted] does not have a signed Bill of Lading documenting the damage, and since the carrier and their insurance company cannot process a claim without the Bill of Lading, at this point, Mr.[redacted] is filing this complaint in order to force Stateway to pay for the damage.We will help assist Mr.[redacted] to get the carrier to pay for the damage, but since we were not the physical carrier company that did the shipment, we cannot pay for the damage.

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

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 3-4 days, as it also states on the business website:"The “industry standard” as so many of our competitors point out, is 7 to 14 days on a coast to coast shipment and 1 to 7 days on shorter trips. We 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 trucks. Such companies know that it is not up to them to decide how long it will take to ship your car. Therefore they say that it will take up to 14 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 company. Stateway Transportation Group LLC. has always viewed this lewd and extremely inappropriate practice for what it is; deceitful business. Our 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 [redacted]

We are trying to reach a resolution with customer. This is a shipment through a third party carrier. Stateway did NOT transport this vehicle. Thank you.

Initial Business Response /* (1000, 5, 2015/06/30) */
Contact Name and Title:[redacted]
Contact Email: [redacted]@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 /* (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 case. I have not had success with dealing with company. They have charged my card for an amount that I did not authorize prior or what was not told about prior to charging. I 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 me. I 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 amount. This was after being told what would be taken out of my account. The attitude of them taking money that was over what was stated and causing a trickle down impact in my finances is not okay. It is also not a ethical way to do business. They still took my money out of my account after I sent it in writing to cancel the service. I just want my money back. Thank you.
Final Business Response /* (4000, 17, 2015/08/26) */
[redacted]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 assigned. The customer was notified by email and numerous calls and voicemails were left to provide dispatch details. It was not until after we charged our deposit that the customer responded with the following email,
"Hello [redacted], Obviously you do not take pride in your business. You do not know if I other bills to pay. It is not your place to decide that you will take more money after the fact. It is your due diligence to contact me to let me know. Please cancel this order and refund ALL my money. I do not wish to use your service at all. If 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 pickup. The remaining balance will be paid in Cash On Delivery (COD) directly to the carrier. This 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 11/11 and delivered on 11/18. She is requesting a refund of $345 for a service we have already provided to her," is,in fact, totally inaccurate and misleading. After I was refused a refund from Stateway Auto Transport, I signed a contract with [redacted] on 11/11/16 which actually charged me more than Stateway. [redacted] in conjuction with [redacted] ([redacted] picked up my vehicle on 11/12/16 and delivered my vehicle on 11/19/16.  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: 1. Signed Contract with [redacted] 2. Order Receipt from [redacted] 3. Dispach Sheet from [redacted] 3. Signed (on both pick up and delivery of my vehicle) Bill of Lading from [redacted]. Thank you,[redacted]
Sincerely,
[redacted]

The customer was dispatched and assigned a driver on 11/08 for a pick up on 11/11 which is her 1st available pick up date. The deposit has to be charged on the CC on file upon getting dispatched and assigned a carrier. This is clearly stated on our Terms and Condition for the reasoning of locking in...

the specific carrier. We charged the deposit of $345 to lock in the this carrier for the pick up on 11/11. On 11/11 the customer Ms [redacted] bombarded us with phone calls asking for an exact name of the driver and a phone number. We then notified her that the carrier is still working on the logistics of assigning a specific driver for her pick up today and that the driver will reach out to her that same day. The driver ended up reaching out to her and she stopped calling us. Her vehicle was picked up on 11/11 and delivered on 11/18. She is requesting a refund of $345 for a service we have already provided to her.

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 $100.00 cancellation fee back to the customers credit card. If there is anything else we can do to resolve this and close the complaint please advise. Thank you!

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]

Apologies to Ms [redacted] was made. The carrier that we issued the pick up to never notified us that Ms [redacted] canceled the order through them. We spoke to Ms [redacted] and our accounting team is in the process of issuing Ms [redacted] the refund of $345. In agreement with Ms [redacted] that once she receives the refund she will remove the complaint.

Initial Business Response /* (1000, 11, 2015/09/09) */
We will contact the customer today once again. Thank you.

Initial Business Response /* (1000, 11, 2015/08/26) */
We were unable to process [redacted]'s refund because he called his bank and disputed the $195 deposit he was charged.
[redacted] was charged the $195 deposit after we assigned and dispatched out his vehicle to a carrier, as stated in our...

terms and conditions. After 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 quote. After 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 $95 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 false. Many hours went into working to assign [redacted]'s shipment to a carrier and to coordinate all of the details.
Initial Consumer Rebuttal /* (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 purposes. However, that is exactly what [redacted] (ext. [redacted] asked of me, and I naively gave it to him. Please reference the original complaint. It seems [redacted] needs a refresher on company policies, procedures, terms and conditions. I never hired the company for any service, either verbally, written or otherwise, therefore I never entered into a contract with this company. If the policy is to coax the would-be customer into providing a credit card number under the false 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 salesman. Online reviews and multiple Revdex.com complaints reflect the shoddy business practices of this company. My 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!

Complaint: [redacted]
I am rejecting this response because:They never try to contact me until April 29th, they told me they will charge me $100, and I also complain this and send the email to them. But that person never reply me. That person's email is [redacted]I can provide...

the email record, I don't delete them. And after they dispatched, I also try to contact them, but I never get any back. I also submit the record of I try to call them in this complain. The driver also never try to contact me. What they said is not the truth. For now, I already dispute this charge from the credit card bank I also provide enough evidence. And the bank approved the refund yesterday. I am so angry about their attitude. But that's ok, the bank already approve my refund. I will never choose a company they don't want to be responsible and don't tell the truth.
Sincerely,
[redacted]

We were very honest with Mr [redacted] throughout the process. We notified him that it was going to be picked up open, but then be transported on an enclosed from IL to LA. The vehicle arrived safely without a single scratch and was put on high priority by us and CFR. The delivery date we had for Mr [redacted] was 11/17 and the vehicle actually ended up being delivered a day earlier which was 11/16.

Complaint: [redacted]
I am rejecting this response because:  Stateway quoted me a FIRM price of $1,495 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 $105 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 $105 if I first removed my complaint filed with the Revdex.com.  
Sincerely,
Chris [redacted]

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]