Company Response Review Report Review
Read on and look somewhere else!!!

Juan Submitted this review about AA All Star Discount Auto Transport Inc.
Review made Live: 10/24/2012 4:53:00 PM
Lesson learned the hard way, NEVER: Give transport companies money until they have found a driver and are in a position to specify a pick up date and to honor the rate they quoted.

New to how this business works, on August 11, 2012 I fell for a $599 bid for a shipment from Ohio to New Mexico with a "first available pickup date" of Thursday, Aug. 16, 2012.

From the start of the process the company representative was hasty about obtaining credit card information and closing quickly, and not welcoming of any type of questions. He simply wanted the deposit, which I later learned would be treated as a "non-refundable administrative fee" they deem themselves to have "earned" once you get hooked with their teaser quote (which they can subsequently increase at their will).

After placing my order I decided to give the company a chance to deliver and called them on the "first available pick-up date" of Thursday, August 16, to follow up on the status of the shipment, but again, the person who answered was uninformative and rude; entirely focused on early termination of the call. His first and only question was: "Have we called you?" as if I had done something wrong by calling. When I told him "no", he laid the burden of wait on me and told me to "sit tight" and wait for their call. I then asked if he had an estimated date when the vehicle would be picked up, but the response was "I don't know", adding that a driver had not been found and that he he had nothing else to say and hung up.

For this company there are no time commitments, there is no firm pick up date.

The "first available date for pickup" was just that. Your vehicle can actually be left sitting at the designated pick up location for an indefinite period of time with no absolutely no obligation on the part of the company to inform about what is going on.

You are just supposed to "sit tight".

I then decided to call and cancel my order since no service had actually been performed. Once more, true to awful customer service, the company representative just said "ok, cancelled" and hung up. No cancellation number, nothing.

I then initiated a dispute of the transaction with my credit card issuer in the hope that the carrier would reason that because there was absolutely no service rendered, they were not in honesty entitled to any money, but instead the company opted to reply to the credit card dispute sticking by the terms of the agreement about the deposit being a “non-refundable administrative fee” that they deem themselves to have “earned” in the initial call.

They also lied to the credit card company about:

1. Having contacted me (they never did, it was me who called all the time: first to initiate the order, then to find out about the status of it, and lastly, to cancel)

2. Having found a driver, which I was told over the phone was not the case; and about

3. Having “reminded” me of the “non-refundable administrative fee”.

If you receive a below average bid from them, please learn from my mistake and look somewhere else. I did, and in a couple of days received a very competitive quote from an honest and professional carrier that went the extra mile and delivered the vehicle as expected, when expected.
Shipment Details
Origin State:
Ohio
Pickup:
Not Provided
Destination State:
New Mexico
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
102245-IT
Quote or Order Cost:
$599

Company Response
Lisa from AA All Star Discount Auto Transport Inc. Submitted this response.
Response Date: 10/26/2012 2:50:00 AM
First and foremost, we don't give a customer the first available pick up date. We have no idea when you want to ship your car. We ask you when it is available and we do our best to get it on or as close to date as possible. Angry Juan Trevizo put down 8/16 as his first available date. At 7am, on 8/16, upon getting into the office the phone rang, with Juan Trevizo demanding to know exactly what time today his car was going to be picked up. We responded with a simple question, have we called you sir? Based on his tone, we thought we had! We do our very best to answer each call and be as helpful as possible, but sometimes, when a customer is barking on the other end, and being rude and angry for no reason, it can be quite challenging. We told Juan that as soon as car was assigned we would indeed call him to give him details. NOT GOOD ENOUGH!!! His angry and fury continued and he proceeded to lash out and abuse for several minutes. A few hours later, we called Juan to tell him a driver had been secured for the following day. Too late, was his response, as he proudly told us he had called another carrier to give them the order and proceeded to tell us he was canceling his order. We are sorry everyone can not be as happy as most of our customers, but in all fairness, we successfully secured a carrier for this customer. If the customer tells us to cancel the order, we have no choice but to follow his wishes, as it is unfair and unproductive to send a carrier out. We are glad we were able to find a carrier for customer for the very next day and not sure why he is ranting, but sometimes the shipping of the car is the least of the customers issues!!!!