AaallStates Auto Transport contracted We Care Auto Transport to move a Jeep from North Carolina to Northern California on October 10, 2007. I paid the $150 up front and the agent and the dispatcher were prompt and cheery. They brokered the deal with We Care Auto Transport unaware of the difficulty in working with them if everything isn't to their expectation. It would have been nice if AaallStates had taken some time to review the trucker they were contracting with.
In executing the deal, We Care Auto Transport didn't show up or call for the scheduled pickup on Friday the 12th, but did arrive on Monday the 15th. This was frustrating because the date was their choice and left everyone waiting without an explanatory phone call or anything. They made up the lost time on the road.
The big problems started once the car was delivered. When leaving North Carolina the drivers examined the car in minute detail carefully noting the tiniest scratches and dings, but when the car arrives in Northern California on the 21st it was so filthy they couldn't point out even one mark however the broken antenna, missing rear wiper capnut and damaged outside mirror completely took them by surprise and they insisted the problems were pre-existing. Randy at AaallStates setup a conference call with the owner of We Care, Mike McMillan, at which point we were subjected to accusations, insults, abuse and a constant string of coarse vulgar language. When I reminded him that his very detailed form didn't show the damage, he explained that he had a new guy and couldn't be responsible.
There were a series of phone calls to AaallState to get Randy re-engaged with We Care Auto Transport to try and resolve the damage. Unfortunately Randy didn't seem to proactively reach out to the trucking company unless I called and asked for a conference call. it would have been nice for Randy to call me with updates or suggest resolutions. He has been a trucker and understands their motivators and pain points, but most ideas and pushing seemed to have to come from me. He probably didn't want to think about or ever call We Care Auto Transport again, so in a way I can't blame him but that is the job isn't it?
Finally AaallStates intervention on one of our conference calls gets We Care Auto Transport to grudgingly pay for at least the antenna, however, the receipts he were sent created a new reason to launch into a tirade accusing me of trying to get him to (somehow) pay for a new hitch and therefore he was done and paying nothing.
I guess everyone is nice and pleasant when things go quick and easy. The real measure of customer service becomes evident when there are issues to resolve.
I expected the company to know their contractors and when that fails to take a proactive role in trying to solve any problems. This does not seem to have been the case.
Maybe you'll be lucky, but if things aren't perfect you may have a difficult time just sorting out the business, the losses, and who is responsible.
It was not worth all the stress, grief, and headaches and phone calls.
Shipment Details
Origin State:
North Carolina
Pickup:
Late
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
75231
Quote or Order Cost:
$950
Car Condition
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