Never had a worse experience with a company: start to finish
Charis
Submitted this review about
Nationwide Relocation Services
Review made Live: 8/21/2012 6:43:00 PM
I am writing here because I see some people at least get responses. I've been calling, emailing without any response to my dispute for 3 or so weeks.
Below is the email sent to Nationwide's Customer Service, Samuel Parker, explaining the story/dispute/concern for fraud at most, abmisal business practices at a minimum. The brief version is: I was lied to, therefore accepted/paid to have them transport my car. It arrives more than a week late (after thousands of dollars of people and things inconveniences), with damage to the front bumper and axel. Samuel ultimately says in the 7/2 recorded phone conversation the merchant says he cannot promise the car 'at ANY time'. (I do not remember these words, but I had called 3 days later 7/5 to cancel, worried the car may not arrive in time. I am promised 7/15 and go ahead with the transport.) Conveniently, Samuel says he cannot locate the 7/5 recorded phone call (where I am discouraged from canceling and promised 7/15)- or any call after the 1st one. There is nothing he can do for me and my family. I asked him to have his manager contact me. The manager called weeks later telling me he would email me so I could email him my tracking of poor communication/emails, etc. It has been 2+weeks since then. No email. And $1400 worth of repairs for a car I cannot drive (or risk ruining the transmission). Oh, I would have never sent the car in the first place if they could have been honest and said they couldn't have made 7/15. Look at my disaster now.
Nationwide also was responsible for the transport of my home goods. It arrived with thousands of dollars in damaged, destroyed, lost items, the movers did not set up beds, desks, shelves/unpack anything (though they were paid to), LOST the hardware to the beds, desk, shelves and did NOT label more than a single box- making it almost impossible to find anything. Later I find they charged me more for 'extra packing' and 1000s lbs of 'extra' weight despite their thorough, generous overestimate.
Email sent 7/18/12:
Samuel,
The short story again is:
7/2 After comparing quotes, timing to 6 other companies, I agreed to have both my car and my household goods shipped from MN to CO via Nationwide after being advised by George Cook.
7/5 Worried that the car might not arrive in time for me to leave Highlands Ranch, CO early 7/16, I called to discontinue the car shipment. George assured me it would arrive "NO LATER THAN 7/15". I, therefore, went forward with the original plan to have it picked up 7/5-7/7.
7/7 Car was picked up. I was shown a carbon copy paper that said the car might be as late as 7/20. I told the driver I was quoted 7/15. He said he 'had no idea' about it; that I should contact [Nationwide] about it.
7/11 I emailed George. (see below).
7/12 I called George. Did not answer. Did not respond to message.
7/13 I emailed George. (see below). I called George. Did not answer. Did not respond to message.
7/15 I called George. Did not answer. Did not respond to message. I called Dependable Auto Shippers (the subsidiary actually dropping off my car). No one gets back to me. I have no idea where my car is. Neither does any one else for that matter.
7/16 I emailed George. (see below). I called George. Did not answer. Did not respond to message. I call again and get Collette, his 'assistant' who says she will 'look into it and get back to me in the day'. She does not. I get another car, leave for our planned vacation in Aspen, CO. I have my sister stay in town, anticipating the car will arrive in the afternoon as Nicole advised me. I get an email from George with a POA document attachment for the household goods. He does not respond to my 3 other emails/requests. I called Dependable Auto Shippers 4 times. They think it will arrive 7/17 evening.
7/17 I call Nationwide 5 times asking to have a supervisor get back to me within the day and to have someone update me about my car. No supervisor returned my call. I am told George has left the company (I wonder why no one, including Collette his 'assistant' did not tell me this sooner). I cancel my credit card payment, suspicious of fraud.
7/18 My sister has now missed 3 day of our planned vacation waiting for my car. She finds another car and leaves at 4p. I am told the car will arrive at her house at 6:30p-7:30p. Obviously, no one is at that address any more.
7/23 We are to leave our vacation in Aspen, CO. My household goods may arrive in Colorado Springs. I had planned to drive my car from Aspen, CO to Colorado Springs to receive the movers. Now I have to drive back to Highlands Ranch, CO (1.5hours out of the way) to get my car. Hopefully, it will be at her house.
I understand that there are many cars on a carrier, drivers get sick, traffic/weather/delays happens. If I was not promised 'NO LATER THAN 7/15', I would have never sent my car/signed the contract. I would have driven it myself- and George knew it.
Please make this right. I would like to avoid legal action/reporting to the Better Business Bureau. Rather I'd like to be able to recommend your company. Given the serious inconvience of many parties, costly last minute rearrangements, abismal professionalism, it will take some substaintial reimbursement.
Respectfully,
Charis Thatcher
6512307776
- - - - - Forwarded message - - - - -
From: Charis Thatcher
Date: Mon, Jul 16, 2012 at 7:44 AM
Subject: Re: Nationwide Relocation Services
To: George.Cook@nationwiderelo.com
I've called DAS all weekend. No response. Finally got ahold after 15 min of waiting this AM, they aren't sure where my car is, could be as late as midnight tonight !!
We talked no later than yesterday! I have to leave this am for aspen, co, find another car, find someone to pick up my car, have them get it to me, etc. No one gets back to me or knows much when I call! I would have never done this.
George, please make this right. Find out where my car is, when it will be here, could they just drive it to aspen, co now (where we will be now) or refund me fully.
Charis
6512307776
On Jul 13, 2012 3:40 PM, "Charis Thatcher" wrote:
George,
Left message yesterday. Emailed 2 days ago.
Please update me with the car's status. As we discussed from the beginning, I need the car by Sunday 7/15 in Highlands Ranch, CO. No later. I am gone from here 7/16 830am.
I would never have used your service if the car couldn't have made it by then. As we discussed, I would have driven it myself.
I expect a full refund if it is not here by the day we discussed. I will have to make costly rearrangements if it does not show.
Thanks for updating me ASAP.
Charis
6512307776
On Jul 11, 2012 2:14 PM, "Charis Thatcher" wrote:
Wanted to confirm you received the fax with the updated auto paperwork.
Also wanted to confirm it will be in Highlands Ranch, CO by Sun 7/15. The paperwork I signed from the guy who picked it up said no later than 7/20. That won't do.
Thanks for checking on its status.
Charis
