Company Response Review Report Review
General complaints, but some very good service, too.

Holly Submitted this review about Magic Carpet Auto Transport
Review made Live: 1/7/2012 1:14:00 PM
Before I had even agreed to use Magic Carpet, Sheila took 20 minutes of her time to educate me about the industry and what things I needed to be aware of before choosing a company (for example, I didn't know that it is actually illegal to leave things in the trunk of my car while it is being transported, and that my car can be impounded and I can be arrested- - other companies had told me I could place 100 lbs. of items in my trunk before transport).

There were horrible customer service problems with the actual driver who picked up my car, but Sheila responded to the problems very quickly and ensured that the rest of the transaction went smoothly. Thank goodness! She was great.

I do have two general complaints though, about the company:

1.) Before my car was scheduled for pickup, I had already flown out-of-state, so my sister had agreed to be present when the driver was supposed to arrive to pick up my vehicle.
I called Magic Carpet the evening before the scheduled pick up to find out what the finalized plans were and to explain it was crucial the driver be informed that my sister would not be available to meet the driver until after 3:30 p.m. the next day because of her work schedule. The man from Magic Carpet told me there was no way I could contact the driver, and he said he would not contact the driver for me to inform him about the time constraint. I'm not sure why he refused/was not allowed to contact the driver. He instead assured me the driver would contact me that evening, or at the latest, first thing the next morning to arrange a pick up time. This communication never happened, and chaos ensued.
Even though the man said he would not call the driver, Sheila later assured me that Magic Carpet did inform the driver of my sister's work schedule before the pickup occurred the next afternoon. I'm not sure why Sheila would tell me Magic Carpet did inform the driver of this information when her co-worker flat-out told me he would not talk to the driver about this and that I would have to work things out with the driver myself when the driver called me. I don't like to be lied to. And if I wasn't lied to, I think better communication should exist between co-workers who are both handling my case.

2.) The day before my scheduled pickup a man from Magic Carpet called me to tell me I would need to pay an extra $25 to have my car transported because NO drivers in the entire United States had bid on my car after it had been listed about a week. I had read in my contract that this may happen, so I was aware of Magic Carpet's policies. It's just impossible for me, the customer, to know whether Magic Carpet was telling the truth about NO drivers in the U.S. bidding on my car, or whether the company capitalizes semi-frequently on this contract stipulation. It seems awfully convenient: a customer has signed a contract, has made all these plans, has been working with one company, and all of the sudden, right before the car is supposed to be picked up, the 'ball will drop' if I don't pay this seemingly minimal $25 fee.....I got suspicious, but that doesn't mean my suspicions were justified. It's hard being the customer, because I have little control over or knowledge about what is happening on the other end. Luckily, I expressed to the man who called how shady I thought this was, and he quickly and happily agreed to waive the $25 fee he was asking for since I had been waiting a pretty long time already to have my car shipped. So that was very kind of him, and I remained a satisfied customer.
Shipment Details
Origin State:
Missouri
Pickup:
On Time
Destination State:
South Carolina
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1629241
Quote or Order Cost:
$610

Company Response
Terry Williams from Magic Carpet Auto Transport Submitted this response.
Response Date: 1/10/2012 11:12:00 AM
FOR EXCELLENT CUSTOMER SERVICE AND FOR YOUR FREE QUOTE CALL AND ASK FOR SHEILA SPECIFICALLY at 360-834-2900 or email me at sheila@magiccarpetautotransport.com.... Hi Holly, thank you for the review. I would like to clarify a couple of things so that all is clear. I did not say you can be arrested for putting items in the vehicle if found during an inspectionat the weigh station but that your vehicle can be impounded and you and the carrier can be fined. I am not sure why you were told by the gentleman in our office that you could not have the carriers number and that he would not call them. I did however receive a message from him after he spoke with you and I personally called the carrier to inform him of the timing you requested to meet your sisters needs. I am sorry your experience with this particular carrier was less than stellar. I did however do everything in my means to handle the situations and in a timely manner. Thank you so much for working with me and I am so very happy you received your vehicle in a safe and timely manner. All my best. ~Sheila~