Company Response Review Report Review
Fraud

Detrottus Thomas Submitted this review about New World Auto Transport
Review made Live: 4/20/2011 1:43:00 PM
I am in the military and stationed in Korea. I was scheduled to come home on leave for birth of my third child. I had two vehicles in storage in Georgia and needed them to be transported to Washington to avoid the long drive. After going online and looking at several companies I eventually decided on New World Auto Transport. We decided on a pickup date of 13 April 2011 and agreed (against my better judgement) on a $400 deposit. I purchased a plane ticket from Washington to Georgia so I could be there for the pickup as well as made reservations for a rental car. I was scheduled to fly back the day after the pickup because my wife's due date was the 17th of April and I didn't want to miss it. On the night of the 12th after receiving no feedback from New World, my wife called them only to find out that they couldn't find a truck to pick up our vehicles. This was very discouraging due to the fact that we we placed this order on the 30th of March and was told that they would be in touch with us but never contacted us. We had to contact them to find out a status. After they told us that they couldn't help us, they proceeded to charge our credit card for $400. How can someone take money when they never performed the promised services. They did ABSOLUTELY nothing for us. Once we noticed it a day later, we contacted them only to be told that the guy who we were working with (Don) no longer worked for their company anymore, after we had just spoken to him two days earlier. We then went back on the website and contacted Steve Wells personally, who told us that the guy we were working with (Don) was on persoanl time due to a illness in the family. Once we explained the situation to him and he tap danced around our issue for about half an hour (which is the longest of any one phone conversation we had ever had with anyone on his staff ) he finally ensured us that he would refund our money to us. After a week nothing happened and we still had not been refunded our money to us so we had to contact our bank and they refunded our money to us due to fraud. From the 30th of March-12th of April they didn't charge our card but the day after they told us that they couldn't find a truck to pickup our vehicles, they charged our card. This is the worst experience I have ever had and it cost me over $700 in airfare and rental car that I wasn't able to use due to them backing out on us at the last minute and very poor customer service as well as the $400 deposit that they stole from us. Please don't do business with this company. They lack honesty and loyalty to their customers. Since I am in the military, I work off a strict schedule and have no time for things like this.
Shipment Details
Origin State:
Georgia
Pickup:
Never
Destination State:
Washington
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Steve Wells
Quote or Order Cost:
$2300

Company Response
Steve Wells from New World Auto Transport Submitted this response.
Response Date: 4/21/2011 12:04:00 AM
In response to this order we would first like to state that we are not a fraudulent company. We do not take a deposit unless the vehicle is assigned to a truck. In this case it was assigned to a truck, but the driver was then unable to meet the specific date due to a delay with another customer. The vehicle was undispatched still with plenty of time to find another driver. We received a call from Ms. Thomas, stating that she did not want our services anymore and she had placed an order with another company. We told her we would process her refund, which we did, but as she was told on the phone it takes up to 7 business days for the refund to process through the accounts. In response to the customer service received, Don is on leave from the company due to a family emergency, and Steve Wells, the owner was personally handling all of his orders while he is out. We, New World Auto Transport, apologize for any inconvenience that may have been caused. We tried to assist Ms. Thomas, even after she had canceled the order, but she assured us the other company was handling her transport. We strive for 100 percent customer satisfaction and as you can see from our multiple other reviews, we go above and beyond for our customers. Please contact the owner, Steve Wells at 832-437-2478 for any other information.