Company Response Review Report Review
Don't Trust Your Vehicle to This Company

Jeff Dixon Submitted this review about Nationwide Transport Services
Review made Live: 8/22/2011 1:18:00 PM
My experience with this company is such that customer service is not even expected let alone a priority. The staff was very unresponsive, rude and irresponsible. The short story is the shipping arrangement was agreed upon but not followed up on by the company and caused significant problems that was challenging to resolve. I had to ultimately work directly with the company owner. The cost of shipping was lower than many competitors by a couple hunderd dollars but considering the problems and lack of customer service and oversight by the company I strongly recommend spending the extra money and NOT using this company.

Full version is:

Monday June 13th
Had initial phone conversation with John Halko to agree upon shipment of Chevy S-10 from Diamondhead, MS to Newport RI. We agreed on the following:
• Pick-up of vehicle between 11-14 July but that Tuesday 12 July is the preferred date and John was confident pick up could be supported this day
• I indicated that the vehicle needs to delivered to a storage facility because I would not be there to receive the vehicle a few days following pick up. He indicated there are storage facilities in the area of Newport and if one can’t be located there the company has numerous facilities in the Boston area at the furthest.
• Cost would be $700 which was later verified via email.
He indicated he would contact me at later date with confirmation of the storage facility and someone from the trucking company assigned to ship the truck pick up would contact me Friday July 8th.
I received no phone call from John regarding where the vehicle would be stored.

Early week of July 4th
I called John Halko to confirm if and where the truck was to be delivered. I left a message to call me back regarding this – I received no call.

Monday July 11th
I called John Halko couple times in the morning and found he was not in the office. I called back and spoke with Gary who told me the truck identified to pick up my vehicle had broke down and he was not sure when pick up would be. I asked when did the company plan to notify me of this since I found out because I called them - he indicated he just found out about everything and would try to work something out and see if another carrier could be found and get back to me. I received no phone call back later that day so I called the company and spoke with Jason about 5pm. Gary left for the day without passing along the details of my problem to anyone. Jason called Gary at home upon my request and indicated that I was not updated because their company had no update on the repair status of the truck. Jason indicated I would get an update first thing in the morning.

Tuesday 12 July
After receiving no phone call early in the morning, I called the company about 10:30 am and spoke with John Halko who indicated he was “catching up” on my issue and verbally assured me he would “call me personally” by the end of the day with an update. I received no phone call later that day.

Wednesday 13 July
I was about to start contacting other carriers’ to arrange transport when at about 1100am I received a call from Tony the driver from Loyalty Auto Transport who was to pick up the truck. He indicated pick up would be by noon the next day.

Thursday 14 July
At 3pm my vehicle was picked up by Tony from Loyalty Auto Transport. Despite the original verbal agreement discussed with John Halko when the order was submitted that the truck would be delivered to a storage facility vice a residence no arrangement was made by Nationwide Transport Services to have the vehicle delivered to a storage facility in the destination area. Tony the driver intended to deliver the truck directly to my intended residence in the destination area where no one would be to receive it. I explained this to the driver and he left with the vehicle and mutual agreement between he and myself that the storage facility address would be provided later while he was enroute.

At about 3:44pm I called Nationwide Transport talked to Justin and explained this situation. Considering the poor support I received from my original agent John Halko I specifically asked not to be transferred to him. Justin indicated he would call me back in 5 or 10 minutes. About 40 minutes later after not being called I called Nationwide and got Gary. I explained that Justin was to call me back: without telling me he was forwarding me to someone else Gary forwarded me to the phone of Jason who didn’t answer his phone. I immediately called Nationwide back and spoke with Justin who said that he checked all the storage facilities in the Newport area and Boston but there was no room and the only facility with storage was a location in Fairview, NJ : four hours from Newport RI. I doubt that Justin checked the availability of any facility in the Rhode Island area but have no proof that he didn’t. I agreed verbally over the phone for delivery of my vehicle to the Fairview, NJ location – Justin indicated he would email me the address first thing in the morning. Also I explained to him that payment is cash on delivery for the driver. Justin indicated that Nationwide would pay the driver and I would pay Nationwide.

Friday 15 July
I received no email with an address of the storage facility. At about 2:27pm I called Nationwide talked to Justin and explained I have received no email. He recalled no details about our discussion the previous day. Justin indicated to call back in 10 minutes and he would work on email and the information. I said I would instead remain on hold and will monitor my email inbox to wait for the email he said OK but then I was hung up on. I called back and remained on hold for about 45 minutes after which Justin provided that address verbally over the phone, a street address only. I asked Justin for the business name and direct phone number of the facility and whether this was one of their company’s storage facilities he indicated he “thought so”. I indicated I needed the phone number of the facility and would remain on hold while he obtained this for me. After about 30 minutes on hold my call was disconnected. I called Nationwide back twice and asked for Justin – was forwarded to his voice mail but Justin never picked up and I received no information. I called again about 4:50pm and no one answered the phone.

I called Raul the dispatcher from Loyalty Auto Transport who told me that the address where the truck was being sent was his fathers’ in New Jersey. Raul indicated that Nationwide called him yesterday and asked him if he knew where the truck could go and this is how the location was decided upon. Also Nationwide told Raul that I would pay Raul cash on delivery which was inconsistent with what Justin told me the previous day. Also the amount Loyalty Transport said the cost is $750 vice the $700 quoted to me in the original contract with Nationwide Transport Services.

Monday 18 July
About noon I called Nationwide Transport; spoke to Vanessa and asked for Justin and was told he was on another line. It was clear that the requirement to ship me truck to New Jersey vice Rhode Island was not documented within the company’s internal computer notes in their computer system because Vanessa assumed this was a completed delivery and that the truck was to be delivered to my intended residence in Rhode Island. After being placed on hold briefly Vanessa received background on my situation and told me my “truck should be getting delivered to New Jersey today and that Jason, the owner would call me later today with an update” I confirmed that Jason in fact is the owner and asked again whether she could assure me that Jason the owner would call me today with an update – she said yes. I asked her to document our conversation in the notes section of my account in their computer system. ……. I received no phone call later that day from Jason or anyone at the company.

Tuesday 19 July
About 9am I called Jason and left him a message asking him to call me………….I received no phone call later that day.

Wednesday 20 July
Called 8:45am to Jason asked him to call be back. Received call from Jason mid-day. I was able to explain the situation to Jason – he was aware there were problems but not of the details. I summarized the problem including the discrepancy between the $750 cost the driver required and the $700 Nationwide Transport required. He indicated he would make some phone calls to do what is necessary to fix the situation. I proposed that I would pay the $700 and pick the truck up in New Jersey and his company make up the $50 to the driver.

Thursday 21 July
Jason called me and indicated that driver wanted to be paid and propose that I pay the driver into his account or pay Nationwide Transport via credit card and they pay the driver. I indicated I was not comfortable with this arrangement considering I would be paying for transport in full without having a vehicle. Jason indicated the company is insured in the event anything happens to the truck. Later that day I left two messages for Jason indicating that I would agree and provide my credit card number if Jason sent me an email summarizing the intended plan we agreed upon.

Friday 22 July
In the morning I sent an email to Jason passing the same information I passed and the end of the previous day via phone message. I called Jason mid day had passed along the same information, he indicated he received no phone messages but did reply to my email. Later that day I verified receipt of that email. I called a couple times, was unable to get a hold of Jason. Called Nationwide Transport and did speak with Gloria who indicated Jason was in and out and possibly in transit to another office and would try to contact him. Jason called me about 4pm and I provided the credit card info over the phone and he emailed me a receipt. He did briefly apologize for the confusion.

Tuesday 2 August
I picked up the truck in Fairview NJ
Shipment Details
Origin State:
Mississippi
Pickup:
Late
Destination State:
Rhode Island
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
109911-IQ
Quote or Order Cost:
$700

Company Response
Jason Foltz from Nationwide Transport Services Submitted this response.
Response Date: 8/22/2011 4:31:00 PM
Please read the entire review. We did our best to compensate Mr. Dixon for the error that was caused. We did make a mistake which WE paid for. We tried to compensate Mr. Dixon for the transport that did not make it all the way but he did not want that. The complaint is exaggerated and does not talk about all of the hard work that we went through to correct this situation. Please contact us for further information.