We contacted this company as we were doing a cross country move and they were a family owned business that boasted to have their own fleet of trucks and didn't contract out their services. The sales representative said all the right things to get our money and we paid the service in full before they took the cars.
We asked about pickup and they gave us a 4 day window where our two cars would be picked up. At the end of the four days we were on the plane and wouldn't be able to there for the pickup and we wanted to be sure our cars were okay.
We were also told that it would take 8 - 10 days to get to our destination in Massachusetts. After that, the problems began. All through the four day pick-up window, we called in the morning to see if our cars were going to be picked up and everyday we were told that they would be. Nothing. I couldn't even tell you who I talked too because customer service doesn't introduce themselves. Make sure to always ask for a name. We were getting stressed out! We were staying at my parents' house until the day of our flight but my parents were leaving the day after we left on vacation. Finally, the around 4:30 PM on the day before we were leaving I called and complained about their supposed pickup window time. I was told that the window has an additional 4 day window and that they can't guarantee when the cars would be picked up! I informed her of what we were told about the 4 days and that we were not going to be there after today and how extremely upset I was.
She didn't care and didn't sound like she wanted to be there since it was so close to the end of the business day. But she would make a note.
We found out when we landed in Boston that the cars were picked up. We also found out that the driver only knew about one car and wasn't going to take the other one. He/She had to make a call to determine if he was going to pick up the second car. We hoped that was the last of it.
8 - 10 days laters, nothing. No word from the car company either. So we called. As it turns out, one car didn't ship and the other is not yet in Massachusetts. We were told that the 8 - 10 days shipping was when the cars left the terminal and it's not known when the cars were going to leave the terminal. Usually it's another 8 - 10 days. Oh and when the cars arrive at the destination terminal, it's another 4 - 5 days to get it to our door.
Now we're extremely pissed. Both cars are late, one never shipped and no call or email? So I called every single day and got to know Darren and Danielle in Customer Service. While they were able to tell me the status, that's about as helpful as they could be. They didn't have the power to "do" anything and they won't connect you to anyone to can. You're pretty much screwed and at their will.
I found out that they had to contract out the shipping of our car to another company so that it could get here. We found out later that drivers had been walking away from their shipping and that our car was probably on a shipment route where a driver just walked away.
We were told that our car was so dirty that the driver actually washed our car! This is a guy that was contracted and cared more about our car then the people who contracted him to do it. And as a note, we had just gotten the cars washed and detailed a couple days before the 4 day window. So I don't know what happened to my car.
We finally got our cars. One was 8 days late, the other was 35 days late. The only way to complain is to create an email and it will be sent to the owner. After that, they'll determine if you should receive any compensation. I just found out that we are getting $100 back.
What a rip off. This company doesn't actually care about your cars. Their service is poor from their drivers who are walking off the job to customer service who don't want to give you names or keep you informed to their owner who doesn't care to explain why they decided to be jerks and not compensate you for all the stress and hassle to ship a car extremely late. After reading the contract, their "guaranteed pickup and delivery" isn't guaranteed. It's just given a higher priority. But how's that going to work if you drivers aren't doing their job!
Overall, we are extremely dissatisfied if you couldn't tell. We had 5 different family members doing some moving over the next couple months and told them about this service. We told them to wait until we had our experience and suffice to say, told them to stay away and warn their friends about this company.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Massachusetts
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
SA01L433129 & SA21N305787
Quote or Order Cost:
$1800
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