Company Response Review Report Review
Caveat Emptor

Paul Submitted this review about A Across USA Auto Transport
Review made Live: 6/24/2009 5:40:00 PM
Despite the glowing reviews, I would strongly recommend that you NOT engage the services of this company. The outcome of my experience with these individuals was a disaster, costing me hundreds of dollars in rental cars. The story: On June 5, 2009, I placed an order to have my car picked up in Amherst, NY, and shipped to Palm Springs, CA. I specified - in email and over the phone (with the infamous Ryan) - the dates for pickup (6/20/09 - 6/24/09, a five day window). The company immediately took my deposit and then did not contact me again. On June 16, I contacted Ryan asking about the arrangements. (They will promise to keep you informed; don't believe them.) Ryan responded in an e-mail entitled "Vehicle Dispatched" that I "should be hearing from the driver soon to make time arrangements for pick up." I contacted Ryan once again on June 23 (one day before the drop dead date) and told him that I had heard nothing from the driver. He provided a timely and clear response: "The driver will pick up tomorrow [6/25]. If you have any questions you can contact ###-###-#### for the time." On June 25, I called the number provided three times with no response. I then called Ryan about the lack of response. Ryan promised to call me back, which he never did. When I finally reached the individual at the number provided I learned for the FIRST time that the transport was Blue Angels Express. At 1:00 PM on the last day of the window for pickup, the individual from Blue Angels Express asked me if it was the Amherst, NY in Buffalo or the Amherst, NY on Long Island. I knew immediately there was a problem. Needless to say, the car has not been picked up. Ryan knows this, and although I pleaded with him to contact Blue Angels Express, I heard nothing more from him (at least as of this writing). Now, Jack the Manager will post the terms of the contract in rebuttal, but he cannot rebut the emails with Ryan's promises. Of course, the company will also try to blame the transport, but the fact remains that I was consistently mislead (in writing!). Moreover, I do NOT believe that Ryan even checked with the transport company after my many queries. I have an e-mail record of the whole sordid affair that I will share with anyone who would like share my misery but avoid their own. I do not believe that this company is to be trusted.
Shipment Details
Origin State:
New York
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
301716-DH
Quote or Order Cost:
$825

Company Response
Jack from A Across USA Auto Transport Submitted this response.
Response Date: 6/25/2009 2:03:00 PM
This is the letter I sent to Mr.Luce in response to his complaint: Mr. Luce, I am sorry that we were unable to move your vehicle. The following suggestions (not terms and conditions} were included with your quote: 2. Try to give us at least a 3 day window to pick up your vehicle. (This means that your vehicle should be available for a 3 day time period.) It doesn’t mean that you have to stay home for 3 days. This window is not guaranteed, so please have an alternate person to release you vehicle should there be a delay. You will be notified ahead of time by the driver or dispatcher as to which day. If you need the vehicle until right before you leave, we suggest you leave it with a neighbor, friend or relative in the area, to be picked up after you leave. 3. Unfortunately, as with every form of transportation, we have to deal with various uncontrollable situations (such as bad weather, breakdowns, traffic, sickness, etc.) which affects the pickup window and delivery estimates. However, we try to keep on schedule whenever possible. We suggest that you have an alternate person to release or receive your vehicle should this occur. 4. In the rare occasion that we are unable to schedule your vehicle, any monies that we have received are fully refundable. However, we will continue to schedule it until we are advised otherwise. As you know we are a broker and do not control the carriers that we use. We have used xxxx Express since 2004. We have never had a problem with them. Their record with the broker dispatch board is also very good. We have no way of anticipating a problem. The only thing we can do when the carrier is late is try to reschedule. To blame us for the carrier dropping the ball is like blaming your travel agent for your plane flight being late or cancelled. Once we found out that the carrier was not picking up you car, we immediately tried to reschedule. You gave us 5 hours and then you cancelled the order. We had another carrier who could have picked up your car today (6/25), but you never gave us a chance. What did you expect us to do? As we say in our advertising we move 95% of our orders. We never said 100% as we know the problems do happen and that no company in the country moves all their vehicles. We have refunded you deposit (which you gave to us on-line. We did not immediately take it out as you stated.) It is also untrue that Ryan did not try to contact xxxx Express. He was waiting for them to return the call before he could call you back with the status. It is also untrue the Ryan promised you anything. My representatives are told not to promise or guaranteee anything. I understand you are upset, however there was never any prevarication done by our company. I don't appreciate your misrepresentation of our company. Your complaints will be addressed. Honesty will prevail! Jack Deinum, Pres. Across USA Auto Transport