Company Response Review Report Review
Customer Service is Terrible

Taryn Submitted this review about High End Transport Inc.
Review made Live: 7/1/2008 3:27:00 PM
I will be completely frank, I would not have canceled with this company if they had returned my phone calls regarding their contract I was supposed to sign.

After receiving the contract via e-mail (which I was supposed to fax or scan and email back to them), I had noticed a few mistakes on the contract (pick up date, zip code, etc) I also had some questions regarding their very general "Act of God" clause.

I called both Angel and Melissa immediately and left both of them messages informing them of my questions, corrections and that I was heading out of town the following day for a week and would not have access to a fax machine or scanner.

They NEVER returned my call. In fact, I called them 3 days later (well into the afternoon), to get my questions answered. But by that point, my confidence in them was completely shaken and I did not feel comfortable as a first time customer shipping with them if they would not return my call.


The frosting on this cake is that when I had called the next day to inquire why I had a charge on my card from them, even though I had never signed the contract, and to nicely let them know why I had decided not to ship with them (as a means of improving their future business) I found that Angel was getting short with me. I actually had to try to calm him down. IT WAS COMPLETELY UNPROFESSIONAL!! This reflects incredibly poorly on their company, and I found that Melissa was also short when I told her I was going to cancel.

I'm sure they will respond to this post saying how I was a waste of their time and they are refunding me (though that charge should not have appeared on my card in the first place since I had not finished the process of booking with them). That is beyond the point. Rudeness should never be tolerated. It was also pointed out to me by Angel that they don't usually spend much time talking with their customers.

So, for first time shippers like myself who are only using the service because they are moving across the country: I do not recommend them. They seem to only cater to people shipping fancy cars to other people.
Shipment Details
Origin State:
Michigan
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
13532-TP
Quote or Order Cost:
$850

Company Response
Melissa Carbonell from High End Transport Inc. Submitted this response.
Response Date: 7/1/2008 4:32:00 PM
We do not require a signature to start your transaction. I am sure when you were booking your order we requested the deposit be paid by credit card and stated that when you got a chance to send back the signed document. The signed document helps us when we have issues picking up vehicles, because sometimes we are not picking up from the owner. It lets the parties involved know we were hired to do the job. The message you left on Saturday came to one of us instead of Linda who is your rep on your lead. Monday’s are extremely hectic for Angel and myself but we do work until late into the evening in order to get back with everyone. Unfortunately you called to Cancel on Monday before anyone could return your call. Saying we never picked up or delivered your car is a misleading statement, since your car was not to be shipped until Mid July we never got the opportunity to handle your transport. Angel was honestly disappointed that you were calling to cancel since he is the owner and he personally spent time with you to answer your questions on Friday and on Monday you were cancelling. We take great pride in the time we spend to answer each customers questions and trying to be as honest as possible no matter what type of car we are shipping. I do wish you good luck in your transport and hope you get the service you are seeking.