I had chosen Motor Movers based on the company's high rating. My specific experience, however, was far from pleasant. I had my 2005 Scion TC transported from Aurora, IL to my brother in Chandler, AZ. The clutch on the car was out, so it was technically inoperable. Other than that, everything else was woking. I paid the extra fee to have the inoperable car transported without any hesitation as I knew that it was more of a hassle to transport (total of $1100). No big deal. Then the problems occurred. First, the car was not picked up by the date that was stated originally, which was 8/30/12. C2C Auto Transport (vendor 16384), the actual transport vendor, was one day late for pick up. Because of the Labor Day holiday weekend, the car did not travel until the following Tuesday, which again, I was understanding. During the transport, I realized that the destination address was wrong and spoke to the agent listed at C2C transport, Walter, about the address change. He asked me to text him the info, which I did. Immediately after, I spoke to Carol, my Motor Movers regional manager, of the address change and she ensured me that it would be changed with no problem, as the car was a couple of days from arrival. The day before the car was to arrive, I contacted Carol myself to ensure the address was changed. My brother, the recipient of the car, also contacted Carol to ensure things were good with the address change. Carol reassured us on both conversations that things were taken care of. Apparently it was not, because my brother was called by C2C on the day of the delivery that the car was delivered to the wrong address, which was a couple of blocks from the correct address. This would not have posed a problem if the car was operable, however, it was technically undrivable. When my brother got to the location of the drop off, the car was pushed into the driveway (which had a very steep drop off). He stated that the crew there seemed a little uneasy and were rushing to get the car out and for my brother to sign the bill of lading. Not at anytime did they bring up or do the required "walk around inspection" that is required. My brother didn't know that it was supposed to be done and signed the form. They helped pushed the car back into the street and luckily he was able to get the car into first amd second gear to drive it himself to the correct destination. Thank goodness, because we probably would've had to pay to get it towed. When he got to his house, he then realized that the front bumper was damaged significantly with a large break in the bottom. This bumper was in perfectly good condition prior to shipping, and the damage was NOT marked on the origin walk around paperwork. He contacted Walter at C2C and was treated horribly and very unprofessionally. Walter continued to point blame and not give any form of customer service. He proceeded to tell him that the car was "labeled as a lost cause" and that "it sounded like we wanted a free ride out of the situation." Frustrated, he contacted Carol Cook, and she basically insisted that since we signed the bill of lading, there is nothing she could do. Frustrated, I also contacted Carol, amd was pretty much given the same explanation. no accountability from C2C or Auto Movers.
I feel as though as a paying customer, I paid A LOT of money to have my automobile transported by this company and for it to atleast be delivered to the correct address and come in the way it was picked up. It seems they have dropped the ball on many steps of this simple process and not at anytime was there any accountability or even customer service on anyones part. I work within the customer service industry myself, and I would NEVER treat a paying client the way we were treated by Motor Movers and C2C Auto Transport. I understand my car was not a high end Bentley, but to be treated like second rate individuals is uncalled for. I feel like we were swindled on multiple occasions and feel unjustly treated. Carol stated in my conversation with her that "they cannot control how C2C handled the situation" and that "they took care of the address change on their system". Motor Movers can of course control who their vendors are and this kind of service is unacceptable.
I DO NOT RECOMMEND THIS COMPANY.
