Company Response Review Report Review
Amazing Mismanagment

Hossein N Submitted this review about AFT Logistics Inc.
Review made Live: 2/16/2008 4:38:00 PM

I did a lot of research and I asked many companies for a quote when I wanted to ship my car from Berkeley, CA to Princeton, NJ. I chose AFT Logistics because of their excellent reviews and they seemed very reasonable. A main factor for my choice was the reviews on TRANSPORTREVIEWS.COM

The quote was not the least expensive quote I got but I wanted a trustable company. I made my order very early to give the company enough time to do the process. I made the order on Dec 6, 2007 and I specifically asked Faye that I want the car to be picked up before Christmas. I was told on the phone and later in the e-mail that the car will be shipped some time between Dec 18 and Dec 24. From Dec 19 until Dec 21, I called the office many times to ask about the schedule of the pick up and other details but no one answered the phone and I never got a call until the afternoon of Friday Dec 21. Andrew called me and told me that over the weekend there are some trucks which can pick up my car and ship it to New Jersey and he promised to call me back with further details on the same day. I waited all day on Friday and he never made any call. Friday evening, Saturday and Sunday I tried my best to find someone who can tell me what was going on. All my messages and e-mails were left unanswered. It is very funny that on the web-page there is a list of the employees, their e-mail addresses and the extensions of their phone numbers; BUT none of those e-mail addresses works and there is no phone number where you can call an extension to reach one of those people.

Even on Monday Dec 24 no one contacted me until I called myself and finally found Andrew. He apologized and told me that he had forgotten about me on Friday! After going back and forth he finally told me that there is no driver who can commit and the first time my car can be picked up is on Dec 27. I was leaving Berkeley myself on 27 and this made me very frustrated. With such a short notice, I would not be able to cancel with them and arrange with any other company either. He told me the only possible arrangement would be for me to take the car to a station in Hayward (30 miles away) on Dec 26 and then the truck would take it on 27th or in the worst case on 28th. I agreed; I drove to the station, left the car, took a cab, then the train and spend lots of time during my busy schedule and our move; but I hoped this is the end of problems.

I was driving with a friend across the country myself and I arrived to New Jersey on Dec 31. No one had contacted me about the shipment from AFT, so again I asked. Andrew Answered and told me that they have encountered a problem, the driver has been delayed, they have assigned another truck which will pick up the car on Jan 2. He apologized again and told me that he would let me know immediately of the car's pick up and track it for me. Obviously I did not hear from anyone until Jan 3 when I wrote myself again and asked about the situation. He told me the car has been picked up and I will be informed of driver's phone number and I will be able to track the car. I got one e-mail on Jan 7 mentioning that the truck is passing through Tennessee. Other than that I did not get any contact information for the driver or any other tracking. I should mention that I would constantly call the office which was almost always useless and no one would answer.

I sent an e-mail again on Jan 9 and asked about the situation. I got a reply from Andrew on Jan 10 that the truck is arriving to NJ the same night and soon I will get a call from the driver to schedule the delivery. He also finally sent the driver's cell phone number. As you can guess that number never answered either and I never got a respond to the messages I left; in fact later it turned out they had another phone number which they used and I think I was not supposed to know it in the beginning!

In any case, we were going on a long trip starting Jan 13 and after what Andrew had told me I was happy that the car will arrive before we leave. No one called me to schedule the delivery so I called again on Jan 11 and turned out the truck had gone to the middle of Pennsylvania and I was told that the first time they may be able to deliver the car is after Jan 14. I explained the situation and they finally told me that the only way I can have the car before I leave is to go to North Arlington, NJ (about 50 miles away) arrange with someone in a station there and pick up the car. Then after wasting some more time on Jan 12 and driving all the way to the station I could pick up the car.

This delivery has been a major source of frustration and disappointment. Now I am very surprised about all those good reviews that I had seen before making my choice. I can understand unlucky accidents and unpredicted problems, but I think everything was so much mismanaged and was left for the last days that I find it impossible to find an excuse. In fact for every bit of the process I had to push, call, e-mail and persistently follow up. In any case, I will certainly avoid AFT Logistics for my next car delivery and I hope this review encourages them to fix some of these problems.

I should also add that I sent them another e-mail in late January and told them how bad their service has been and explained my experience. It is nearly a month since then and no one has even bothered to contact me and apologize for what happened.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
New Jersey
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Order #7009982-WP
Quote or Order Cost:
$875

Company Response
from AFT Logistics Inc. Submitted this response.
Response Date: 3/29/2008 10:06:00 AM
This review was posted out of spite because HE INSISTED on a cheaper rate with no guaranteed time line (even after being advised on several, several occasions it was not in his best interest to pay a lower rate) and then expected to get the service he was originally quoted for and advised to take and refused. He then demanded a full refund and threated us with this review however we did not accomidate his demands any further. His comments about not being contacted via email or phone calls is bogus. There are 36 emails in our records up from 12/20/08 until 1/12/08 when the car was delivered and Our phone bill shows $18.75 worth of OUR CALLS TO HIM to him via phone contacts and that adds up to 6.25 HOURS between 12/21 and 1/11 and those are . The bill for 1/12/08 on has not been processed yet. We don't want to take another hour out of our time to explain but we want you to understand the ENTIRE truth of this order. Heres the run down of Mr. Hosseins demands: He was quoted 995.00 for the Standard 1-7 day guaranteed pick up rate. He "begged" us to lower the rate 7 times with 7 different phone calls. I told him 7 times it's not in his best intersest and on his 8th phone call, We advised against the lower rate again, due to his timeline needs and that Christmas and New Years were between his dates and he should consider his pick up by 12/15. He was offered a guaranteed expedited rate of 1145.00 for a 1-3 day pick up window ; however HE DECLINED to pay for this service or our normal service. On 12/6 he reserved his car with the first Available date of DECEMBER 20 -1/4 the last date. We, hesitantly, accomidated is "non urgent non guaranteed rate" as requested for 875.00 with 1-14 day window for pick up (including christmas and new years) and NO DELIVERY DATE guaranteed even though he wanted it there by the 13th we told him over and over and over again it's not guaranteed and the 995.00 was the original quote and he really should understand that rate was guaranteed to pick up by the 27th which would put it there between 12/8 and 12/10. I EXPLAINED VERY CLEARLY THAT his vehicle would be assigned FOR PICK UP between 12/20 and 1/4. He insisted on pick up by Christmas and I again explained that his rate would not reflect that and he should make it available sooner; he declined to release it sooner and declined to pay the orignial rate or the expedited rate. He was willing to "take a chance on it" Once again, I accomidated his reservation per &am