I had a horrific experience dealing with this company that got worse and worse. I urge you to read this full review before hiring this company:
1) From the day I contracted them to transport my car they never once took the initiative to update me on the status (see below).
2) Each time I chased them for an update they promised “We’ll get that car picked up today” or “no ‘ifs-and-or-buts’ we’ll have the car out tomorrow” and then nothing but silence.
3) On day TWENTY-SEVEN they raised the price by a whopping 63% (from $890 to $1,450). I immediately cancelled the contract but they shipped the car anyway.
4) Now as of today my car is in limbo at the destination exactly THIRTY-SIX days since I hired this company to ship a passenger car.
Wed, 5-Jan
Capital Transport & Logistics (“CT&L”) quotes $875 to move:
- 2010 Audi A4 from NYC to SLC
- Contact person is Mr. ANDREW BANKS
- I pay $150 deposit.
Email from ANDREW BANKS: “The balance of $ 725 you pay to the driver upon delivery.”
Day 0: Thurs, 13-Jan
The car is ready for pickup.
ME: I ask Andrew by phone to call the dealer to know exact condition of the Audi.
ANDREW: “I just got off the phone with the dealership and I can pick it up for $890 now I have to send a driver that has a winch on it so it bumps up the price not all carriers cary (sic) winches.”
ME: I confirm acceptance of the new price of $890.
Day 5: Tues, 18-Jan - NO update from CT&L
Five days since paying the deposit and no news of any kind from Andrew
ME: “Any news on the car?”
ANDREW’s reply: “We should have a driver their (sic) no later than tomorrow.”
DAY 7: Thur, 20-Jan - NO update from CT&L
Two days pass. I inform Andrew the car has not been picked up yet.
ANDREW’s reply: “I just called the driver and I got no answer, But you are top priority today, I have three dispatchers looking for drivers as we speak, YOU WILL GET PULLED OUT TODAY also…I am reporting that company to Central Dispatch, That is totally wrong what they did. Thanks for your Patience.”
ME: “Please do me the favor /service of giving me news before I have to call or write you, ok? I would really appreciate follow up and communication. This whole thing is costing me money every single day.”
DAY 8: Fri, 21-Jan - NO update from CT&L
I wait all day for news from Andrew.
ME: “It's getting to the end of the day and I don't see news from you. Can you let me know the plan?”
ANDREW: “I’ll be pulling that car buy (sic) today.”
ME: “Can you send me a message when the car is on the truck?”
ANDREW: “Of course Sir”
DAY 13: Wed, 26-Jan - NO update from CT&L
Five days have passed since Andrew promised to have the car picked up.
ME: “Another day has gone by and there's no news of any kind from you…I'm trying to call you.”
ANDREW: “I will have that car on a truck by the end of the day. Today”
ME: “I don't know what to think any more. How many times have you told me that you'll have the car on a truck "today"? Last Friday you told me the car would be picked up on Monday. You were certain about that. What am I supposed to believe?”
DAY 14: Thur, 27-Jan - NO update from CT&L
ME: “Do you have an update for me?”
ANDREW: “Its (sic) been dispatched”
DAY 18: Mon, 31-Jan - NO update from CT&L
Another five days pass since Andrew promised the car would be picked up.
ME: “The driver lets his calls go to Voice mail and doesn’t return my calls. Has the car been picked up?”
Andrew: “Yes it has let me check with him”
ME: “You're kidding me, right? I finally spoke to Vladimir and he "hopes" that he can pick the car up on Wednesday [Feb 2nd].”
ANDREW: “Excuse me my dispatcher told me the car was picked up.”
DAY 21: Thur, 3-Feb - NO update from CT&L
Four more days pass with no news from Andrew.
ME: “Is that Audi going to get picked up?”
DAY 22: Fri, 4-Feb
ANDREW: “Its getting picked up Tomorrow (sic) no excuses.
DAY 23: Sat, 5- Feb - NO update from CT&L
ME: “It's Saturday morning your time almost 9am. I've called your driver "Vladimir" five times and he doesn't pick up his phone. I must be the most foolish person that ever tried shipping a car that I put up with such chaos and lack of follow through.”
ANDREW: “Your car is getting picked up today no ifs and or buts, or I will report the trucking company to Central and believe me they do not want that.”
ME: “Can you make 100% sure to confirm back to me that [the car has been picked up?]”
ANDREW: “Yes I will.”
DAY 25: Mon, 7-Feb – NO update from CT&L
ME: “Just tell me honestly, what are you guys doing?…Neither you nor any of your colleagues there would ever let a company deliver such poor service to you in your dealings around your community and the things that you do with your own money.”
ANREW: “Hey Im doing my best I just put Nancy on this transport which she is the Manager.”
DAY 26: Tues, 8-Feb - NO update from CT&L
Four more days again pass since Andrew promised to have the car picked up.
ME: “My daily morning ritual every morning for a month [writing to you asking for an update] ... what's going to happen now?
ANDREW: “Just got a driver to do it, give me a minute he’s checking on this order.”
ME: “Please please tell me. "I'm checking on it now" isn't helping me. Just tell me what we've got to do.”
DAY 27: Wed, 9-Feb - NO update from CT&L
ME: I ask for an update.
ANDREW: “I need to post it at $1300.00 to the driver, can we do this?”
ME: “Send a refund back urgently of my $150.00 deposit. Please confirm.
I hereby cancel all services and engagement of your company.
Again, please confirm that you will process the refund today.”
ANDREW: “Ok no problem.”
ME: “Send confirmation as soon as possible that the refund has been processed. I'm waiting now.”
ANDREW: “I have a driver for you.”
ANDREW: “yeah but you didn't ok the bump up, Can we do it”
ME: “Send a refund back urgently of my $150.00 deposit. Please confirm. I hereby cancel all services and engagement of your company.”
DAY 36: 18-Feb
We are shocked to learn that a trucker has the car and is demanding a payment of $1,300.00 in order to unload the car.
ME: “Andrew, All the emails are here. The second you told me that you needed to raise the price I told you "Refund my money." There's no way that it ever needed to cost $1,300 [plus the $150 I paid you for total of $1,450]. The car was not "stuck in snow. I'll get you on the phone with the dealer right now and he'll confirm the car was never buried in snow. I want you to show me the confirmation that you claim you have of my authorizing the higher price. Send it now.”
ME: I submit a review to “Transport Reviews” (this website)
ANDREW: “After all I went threw to dispatch your order you go ahead and write a bad review, your (sic) a piece of work”
ME: “Show with any kind of record when you took the initiative to simply update me on your own initiative; look at the pages and pages of email and find even ONE time when you gave me an update before I contacted you. Please do explain what it is exactly that you did that should make me a satisfied customer. I'm waiting. I'll be more than glad to update or amend my review. I'm waiting. “
ANDREW: “I'm (sic) already sent the order to Acct to refund [your $150 deposit]
now I did the service for free and you wrote us a bad review, which hurts us, Please help us by taking the review off, I will call the driver to see if i can take off any money from the top. Fair enough.”
ANDREW: “Well…are you going to remove that review, I said that I was wrong and I take the blame, for it, Please remove the bad review.”
ME: Andrew, get this situation with the driver resolved and we can discuss how to amend the review. How can you raise the price by more than $500.00?”
No update from CT&L on their negotiations with the driver; No further response from CT&L;
1- Driver refuses to offload car until he’s paid $1,300 representing an increase of $410 to our original contract with CT&L.
2- CT&L acknowledges they were never authorized to increase the price.
3- CT&L refuses to have ANY further role in resolving the mistake.
4- Car is in limbo….
