Company Response Review Report Review
The WORST experience EVER!

D Atkins Submitted this review about Auto Transport 123
Review made Live: 4/20/2015 4:57:00 PM
This was the second time using this company. The first time was GREAT. Almost everything went perfect besides the fact that I never received my drivers information. However, the drive did call 24 hours before pick up and my car was picked up in the scheduled time frame and delivered on time in great condition. So of course after having a great experience the first time, I decided to use this company again.
I was very happy because I got a discount since I was a returning customer. The contract was signed 3 weeks prior to the scheduled pick up date. This time, the same day I signed the contract, I also received the Carriers information. So I was happy. My 1st available pick up date was April 1st with a 2-3 day window. I confirmed via email with my sales person (Irene Davis) that the car would be picked up either the 2nd or 3rd. By the 3rd of April, I still hadn't received a call from the driver. On the morning of the 4th, I spoke with dispatch at the carrier office(American Auto Transport). They found my order and stated that the car was not schedule to be picked up until at least April 10th. I was never made aware by either company that the 1st available pick up date had changed. So I called Auto Transport 123 per the other company's request. I spoke with Janine and boy did I have a time with her. I told her what had happened and explained to her that I needed the car picked up before 6 am on the 5th because I had a flight to catch back to Chicago. I had interviews that following Monday and Tuesday. She asked if someone would be there to give the driver the keys and I explained to her that the car would have to be relocated to a city 30 miles south of where I was in order for the keys to be handed over to the driver. (I was a nurse on a 3 month travel assignment out in California by myself). Janine said she would look into seeing if a driver would be available that day (the 4th) or the next day. No return call from Janine on the 4th. I called and left a message on the 4th and the 5th. Janine emails me on Monday the 6th asking me to call her regarding the order. By this time, I had decided to cancel the order entirely because I could not wait another 1.5 to 2 weeks to have my car. I explained this to Janine. She told me that there might be a carrier in the area that could pick up the car that day (the 6th) of the next day. She said she was going to look into it and get back to me. I did as the contract stated and certified mailed my letter of cancellation of the order on April 7th with the hopes of it getting to New York by April 9th. I did not hear from Janine or any at the company until I called on April 9th. A charge of $225 posted to my bank account on April 7th and I was inquiring about the charge. Janine was very short with me and was telling me that if I still wanted my car to be picked up, that there was a driver available. I explained to Janine that I did not understand why my account was charged and told her that my car should have been picked up by now. Janine stated she was going to talk to Irene about the dates, which didn't make sense because Irene was in sales and NOT customer service so she wouldn't have been able to do anything about it. I ended up calling the actual carrier (American Auto Transport) to ask them what the status of my order was. Sophia from American Auto Transoort explained to me that the order was cancelled on April 8th by Auto Transport 123. She wasn't able to tell me who from the company put in the cancellation. Sophia also explained to me that she called Auto Transport 123 on April 7th and told them that the truck that was designated to pick up the car on April 10th had broken down. None of this was ever communicated to me from either company, but as the broker it was Auto Transport 123's responsibility to notify me of changes.
Janine and I went back and forth with emails. I asked her why my account was charged on the 7th and she said that I said I wanted to cancel the order and so it was cancelled even though they had not received the certified mailed letter that is specifically requested in the contract. I had to ask her three times in three separate emails if they received my cancellation letter. When she finally acknowledges the question she says "I don't work in that office", like that actually meant something. I also asked to speak with someone else in the company preferably someone above Janine and my request was never accepted. Per Janine she was the supervisor of customer service, which I was appalled by considering her lack of professionalism in the emails and phone conversations. Also in the contract it states that if an order is cancelled for reasons outside of Auto Transport 123 control, they will refund you the entire deposit amount or $100 which will be based on a as per situation basis. I was refunded $100 and received a confirmation email from Keith Hecht. I was never told why I only received $100 and not the entire amount since the company breeched the contract by charging me before they were legally able to. They can't say they charged the deposit because the truck was dispatched to pick up the car (since that is when the account should be charged per the contract) because according to Sophia at American Auto Transpot, the truck was never dispatched. Janine also lied and said that I refused a driver that she provided for me. When I asked her to give me dates and times of when I refused the driver, she was unable to come up with the evidence for her claim.
Very bad communication skills on Auto Transport 123's part. They breeched the contract and we're not trying to help the situation at all.
When all was said and done, I had to fly back out to California after two interviews to drive my car all the way back to Illinois. My boyfriend had to miss work for 3 days so that he could drive the car back with me so that we could get back as soon as possible. I feel like compensation is in order here for the airfare and gas I had to spend because they messed up.
If anyone is suing this company for breaching the contract, please let me know because I as well am looking into legal action and would like to find an attorney who will take my case.

All in all, first time is great but second time be BEWARE! This company does not play fair!!
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Illinois
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
7632442
Quote or Order Cost:
$925

Company Response
Keith from Auto Transport 123 Submitted this response.
Response Date: 4/21/2015 10:39:00 AM
We apologize Miss Atkins. As you stated you are a return customer of ours so we feel terrible for your unsatisfactory experience. Customer service has emailed you this morning in regards to your full refund. Please respond to them so we can process your full refund. Our apologies again. Sincerely, Auto Transport 123