Review Report Review
Bad Experience turned Good

Randy Submitted this review about Total Car Shipping
Review made Live: 11/17/2011 9:25:00 AM
My experience with them did not reflect the 5 star ratings. Although I received my car undamaged and in a timely manner the communication process was horrible. The transport driver called my seller and asked to drive my vehicle 5 miles down the road to load it when there was more than enough room to drive the truck to my seller's home and load it there. In my eyes, I felt like this was something that should never happen. I mentioned it to Brian and he agreed and told me he'd call me back. That was the problem throughout this whole process. If we ever talked, it was because I had to contact them. Brian and Maurice continued to overpromise and miscommunicate the events. I gave permission for the seller to drive the vehicle to the truck's location. Then I called Brian back because he again failed to call me back, and he reassured me that the truck was going to go to the house and pick up the car the next morning. He claimed that he just got off the phone with the driver to confirm this. Then I told him that the car was already with the truck and that there was no need to lie to me over the phone. He felt bad since he didn't know what was going on and said that he's sorry and that he would get the price down to make the situation better. When I talked to Maurice about the situation, he agreed that the price should be dropped a bit as well and that he would call me back the next morning to discuss everything. Well, guess what? No call again. So I called him the next afternoon and he said sorry once more about forgetting to talk to the driver and forgetting to call me back to discuss everything. I asked him about the price discount and he proceeded to tell me about his bad week and that the money would be coming out of his cut. To me, saying this type of stuff to a customer is not good service. So I told him that he was not the only one having a bad week. All I ever asked was for them to keep me posted throughout this process and they failed to do so numerous times. It was overpromise after overpromise. I never received a discount or a follow up call.
**************************************************************************************************************************************************************************************************************************************** EDIT: I was contacted by JC, a supervisor, and he remedied the situation by refunding a good portion of my deposit. He explained that the experience that I encountered was due to me dealing with a new employee, whom is no longer there. His concern for my negative experience made me feel much better about dealing with them and that shows that these guys do care. I retracted my negative rating and have adjusted it accordingly. It goes to show you that these guys will go above and beyond to make things right. Thanks JC!
Shipment Details
Origin State:
Minnesota
Pickup:
On Time
Destination State:
Texas
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
982070-ZE
Quote or Order Cost:
$815