Company Response Review Report Review
Poor Service/No Refund Yet!

Michael Buys Submitted this review about BT Express Auto Transport
Review made Live: 7/29/2005 10:19:00 AM
After waiting 14 days for BT to pick up my car, I started calling every day. The answer was always the same. We are working with multiple drivers to pick up your car. Finally I call one morning and they inform me that a driver has been trying to get a hold of my pick-up contact for two days without success. Turns out the driver called him once at 2:00 P.M. leaving a message on his cell phone that he wanted to pick up the car by 5:00 P.M. that same day. There were no other calls. After speaking with the company, I called the contact person myself and got a hold of him immediately and then returned a call to BT telling them that he was available. They said a pickup would be arranged for the next day. The next day came around and no pickup. I call them and they tell me that their driver backed out of it. (They didn't think to call and let me know that themselves). After all of the poor communication and service on their part I informed them that I wanted a refund and I would find someone else to ship it. The person I talked to responded "well, you can't expect us to wait forever to be able to pick up your car". The audacity! The driver gives a three hour heads up after more than two weeks of waiting and she thinks it's my fault? By the way, still no refund and I haven't heard a word back from them from any of my emails or phone calls. Filed with the BBB today. Subsequently, I had a good experience with DAS.
Shipment Details
Origin State:
New Jersey
Pickup:
Not Provided
Destination State:
New Mexico
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
32665
Quote or Order Cost:
$800

Company Response
Jamie Wells from BT Express Auto Transport Submitted this response.
Response Date: 7/29/2005 10:19:00 AM
When a customer schedules a car with BT Auto Transport, they are informed that the window for pick up is an average 14 days, this is a nationwide AVERAGE and can sometimes go longer. Refunds are processed in 7-10 days if a driver has not been scheduled. A driver will give at least 12-24 hours notice prior to picking up the vehicle. If the driver is in contact with the person on the pick up end and not able to get in touch with them for 48 hours, we do not require them to wait, every hour that they are not on the road, they are loosing money...the driver, not BT Auto Transport. If you visit the BBB website you will see that this complaint was actually resolved to their satisfaction. At BT Auto Transport, we value all of our customers. When transporting a vehicle, we believe you should research any company you consider using. We recommend that you do not use propaganda sites where the information may come from competitors, or from companies themselves in the case of good reports. Please consider using the Better Business Bureau where all complaints are verified, validated and resolutions are posted. BT Auto Transport transports thousands of vehicles a year, and have a 99% customer satisfaction rating. By visiting the www.bbbonline.com to research companies you are considering, you will find that we are an industry leader in the transportation industry. You will find that the few complaints against our company that have been filed with the BBB have all been resolved or dismissed. Whatever company you choose to go with, we wish you luck with your move.