Poor customer relations...
Chris Romine
Submitted this review about
Able Auto Transport
Review made Live: 8/22/2013 8:31:00 PM
An order with Able Auto Transport was placed on July 19, 2013. Finally, on August 2, 2013, after two weeks, it as confirmed that they had located a driver. Unfortunately, this was the same day I was notified by the dealership they scratched the vehicle and needed to repair it. I requested to delay the pick up to have the repair made and Able obliged. A day and a half later Able was notified the vehicle was ready for pick up. Another two weeks passed without a phone call being initiated by Able to notify me of any updates. Any call was met with the same answer, "We're working on it." All the while, the vehicle sat at the dealership and the lien holder losing patience. On August 19, 2013, after being notified a shipper could not be confirmed, it was requested to have the order canceled in order to fly to the location and drive it back myself. After explaining the situation, the issues that were out of my hands and the length without locating a shipper, Able Auto Transport (two of their staff) agreed to refund the deposit originally taken on August 2, 2013. Three days later the refund was still not processed and Able was contacted. This representative stated there must have been a mistake and they would not refund the deposit regardless of circumstances, unsympathetic to the issues or the fact they could not find in a shipper. The fact that two other representatives stated they would refund the deposit was a mute point with this representative. After explaining the situation again, the representative stated she would talk to the "administration" to see if anything could be done and contact me later in the day. The day passed, no one contacted me and a refund was never issued. Although their policy states, "Once it's booked, your deposit is ours," circumstances outside ones control should be considered. In short, Able Auto employs staff with little interpersonal communications skills, zero customer service skills, a lack of business sense. Rather than simply refunding the deposit for the possibility of using them again, they'll lose my business for good and from anyone who reads this synopsis. Beware, there are plenty of other brokers who will gain your repeat business and do so with better communication skills and customer service.
