Company Response Review Report Review
Poor carrier choice

Ashley Submitted this review about Magic Carpet Auto Transport
Review made Live: 12/26/2011 6:45:00 PM
Although I was told that I need to review only about the Magic carpet auto transport, I wasn't very happy about their carrier choice.

When I first time talked to Sue, I originally wanted my car to be transport on Dec 12- 15th. I contacted her on Nov 28th to discuss this. She clearly told me that I had enough time coz I contacted her in advance. She also said that she would contact me around 9th because carriers would charge me so much if they know I am not flexible on the date of transport.

I heard from her on 13th after leaving a message to other representative telling me that my car will be scheduled to be picked up on 18th instead of 15th. She apologized on miscommunication but I chose Magic carpet with higher price than others because I wanted to get my car on the certain period of time. After I asked my friend to be ready for 18th, the carrier showed up on 17th.

It seems like the company has no idea of the process of transport. she always called me to figure out the process rather than contacting the carrier. She even didn't know when they picked my car up or dropped off.

The carrier was horrible. The driver even asked my friend to drive my car to his location to be picked up. When I said that's not what I signed for then he said he doesn't have a contract, he only has his own truck! He also called me saying he can't deliver the car to my place because his truck is too huge for the city. He asked me to come to Oakland where even cab driver doesn't even go. I took BART then cab to pick my car up and drove home with toll-fee of $6. He paid the cab and gave me $10. I didn't want to argue with him anymore so I just left.

Although Sue was trying to help me out to communicate with the carrier company, nothing was fixed. She was blaming the carrier and tried to be on my side, still I think carrier choice could be a part of their responsibilities as well.
Shipment Details
Origin State:
Ohio
Pickup:
Early
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1623168
Quote or Order Cost:
$1101

Company Response
Terry Williams from Magic Carpet Auto Transport Submitted this response.
Response Date: 12/28/2011 8:28:00 PM
Ashley, I am terribly sorry that you didn't understand the instructions I gave you regarding the dates and flexibilty you need when setting up a transport. You told me the delivery date was more important than the pick up date, as we can't expect a carrier to pick up on the 12th and hold your vehicle at the delivery end waiting for someone to be available to receive the car. We made the dates to fit the time frame between pick up and delivery. I have to very much disagree with this review, as I was very honest and I tried my best to educate you on how the industry works. Very sorry if you felt misled in any way. I do not lie nor hold the truth back from my customers. Regarding communication with the carrier, Unfortunately we cannot track the carrier in every location due to them driving through bad areas and loading and unloading other vehicles.The carriers will always get back to me within a timely manner whenever available.I followed our procedure which is to call them on the estimated pick up and estimated delivery date. I advised you that if there were any issues to call me and I would assist in resolving, which I attempted to do. Unfortunately it did turn out to be an inconvenience that the carrier could not maneuver his truck into your location due to the size of his truck. Magic Carpet and myself are extremely knowledgable regarding this industry, and sometimes it can be difficult to explain these complexities to our customers. I did work very hard on your order and tried to accommodate the difficult dates we were provided to work around. I do apologize if you feel my service did not meet your standards but I am very pleased that you received your vehicle in great condition and within the time frame the carrier provided for his schedule. I wish you well.