Delays, horrible service and refuse to take responsibility
M. Ghanem
Submitted this review about
Dependable Auto Shippers
Review made Live: 8/28/2013 10:17:00 AM
I have used DAS to move from PA to CA in summer 2008 and had a great experience. One car arrived in 12 days and the other in 14-15 days. That is why I automatically called on DAS this time, expecting the same service.
At time of booking Tresa gave me an estimate of 17-19 days. So I reserved a rental in NJ from 7/22 thru 8/3.
This would have covered a transit of 17 days after my husband and I dropped our cars at the terminal in Palm Springs on 8/17.
On the 22nd, the status said At Original Terminal. I called Tresa and she told me that her dispatch is showing an ETA of 8/3.
On the 26th, again, cars are still At Original Terminal, I called Tresa and she said that she is still showing an ETA of 8/3.
On the 29th, cars are still at Original Terminal. I leave a message for Tresa asking why the cars are still there and to give me an update. At this point, I know that ETA of 8/3 is not going to happen! Tresa did not get back to me.
On the 30th, I call and speak with someone else. The lady says the cars will be picked up on the 31st with and ETA of 8/5.
On 8/1, I check the status and it says "To be loaded". I finally got Tresa on the phone. She now tells me ETA 8/7 but she still needs to confirm. When I say “this is 21 days after the drop off” she gets all defensive saying the 17-19days is only an estimate. She still does not confirm/commit the ETA of 8/7. I asked why our cars sat in Palm Spring for over 2 weeks and all I got is attitude and repeating that is an estimate and no commitment on a new ETA. Basically “read the fine print and No commitment/accountability on delays”.
I did explain that 17-19 days is a window, not an estimate. 17-19 days means the cars will arrive in 17 or 18 or 19 days. An estimate is actual number of days or actual date +/- (give or take) X days.
I ask for a manager and leave a message for Karen Johnson, who does not call me back but sends a 2 line email, with no apologies for the delay, saying the cars will arrive on 8/8.
Again, on the 8/2, I check the status and the cars are still “to be loaded”. I finally speak to someone in customer service Stephanie Shelly who was very helpful (and pleasant!). She tells me the cars will be picked up that same evening with and ETA in NJ on 8/8 and she will personally look into it when she gets in on 8/5.
On 8/5 Stephanie confirms. Yes, finally the cars have been picked up overnight 8/2-8/3 (original ETA date!) but now with an ETA or 8/9 or 8/10.
She also asks her supervisor if DAS can deliver one of the vehicles at my home as I may not be able to pick both of them up (my husband was traveling as of 8/7 pm). They at least agree to that.
On 8/9, still no cars. I speak with someone at their terminal in NJ (Justin) who tells me that the cars are in GA and will arrive overnight 8/10-8/11. So they will be available for pick up on 8/12 (26 days after the drop off).
On 9/10, I got a call from Shanon in NJ trying to schedule delivery on 1 vehicle. I explained that I was able to get someone to help me get both. No need for the delivery.
Basically, it took 26 days to get the cars. Mis-information, attitude from Tresa and constant follow up on my part.
All I am asking for at this point, is that DAS covers the additional expense of the car rental for the 9 days over and beyond the ETA of 8/3 announced and maintained by Tresa until 7/26.
The original amount with Enterprise Rental was $692.77. The actual amount when I dropped the car yesterday 8/12 was $1127.17. So, I am requesting a refund of $434.4
I have made this request to DAS. The Retail Service Manager, Karen Johnson offered me $75 “as a good will gesture”. I did ask if it was a joke …
Indeed theirTerms & Conditions mention that DAS is not responsible for Car Rental costs.
However, as a consumer, I make a decision to Purchase a service based on a price, leadtime.. and all relevant information given to me prior or at time of purchase. DAS did not tell me that all this can change after I have made that purchase, nor that they can keep my car for 26 days instead of 17-19 days! And claim no responsibility…
Had I been given this information, I would not have made this purchase, or probably made a different one (like expedited)
