Company Response Review Report Review
Hilton: Failure to Communicate

Paul Stephenson Submitted this review about Hilton Auto Transport
Review made Live: 4/14/2005 4:41:00 PM
Hilton Auto Transport gave me a quick and low quote to ship a car from Colorado to Washington. After a little research I decided to go with them. Problems began almost at once. Hilton's internet sign-up process generates a nice contract that the customer prints out, signs, and faxes back. Printing the contract was the first clue that something was amiss. The screen version included the total cost; the printed version did not, although all other information was repeated except this. I went back and repeated the process with the same result. This seemed a bit strange, but I went ahead and signed the contract anyway, adding in pen the total cost and the amount of my deposit to each page.

Hilton will accept deposit payent via PayPal, credit card, or certified check. I didn't want to mess around with a check, so elected to use PayPal. However Hilton charges a 5% fee for using PayPal or a credit card. This should have been my second clue to back away. Nonetheless I foolishly made payment via PayPal, and faxed the signed contract. I did receive a brief email acknowledgement that the contract was received. That message did not include any contact information or names. Early the next day (before 0700) I received a voice mail message from Hilton saying they wanted to talk to me about the contract. That was to be the last communication from them.

I returned the call to Hilton later that same morning and left a voice message. I called 5 times more throughout the day; the phone was never answered. The following day I again placed a half dozen calls spaced throughout the day, and left voice messages. Again, no one ever answered the phone. On day three I repeated the process yet again to no avail -- the phone just rang until it eventually jumped to voice mail. During this period I also sent email messages, but none was ever answered. At this juncture at appeared to me that the whole operation might be a scam (I don't think it is, its probably just incredibly lousy customer service). I left yet another voice mail demanding a refund of the deposit and threatening legal action. I did the same via email.

Hilton did credit back my PayPal account after I began threatening legal action. Only then, 4 work days following my weekend deposit payment and transmittal of the contract fax, did I receive a reply. The one sentence explanation was "we are working on your case".

All in all if was a very unsatisfying experience. Hilton offered no feedback on the contract, no customer service, and made no effort to return my repeated phone calls and messages. I was never able to confirm the actual contract cost, given that it was intentionally left off of the printed contract.
Shipment Details
Origin State:
Colorado
Pickup:
Not Provided
Destination State:
Washington
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Quote or Order Cost:
$543

Company Response
Nichole from Hilton Auto Transport Submitted this response.
Response Date: 4/14/2005 4:41:00 PM
We are sorry about this customers feelings! He booked the order on line and did not even fax in the order! We did not mean to no communicate but when you book an order on line please fax it back so we can get started on your order!