To whom it may concern:
This has been, by far, the worst experience I have ever had with any company I’ve done business with.
May 20th 2009 I placed a call to Point to Point Auto Transportation, and placed an order. I asked that my 2005 Black Dodge Durango be picked up that Friday May 22nd 2009. I was told “No problem. We can get that in for you.” I paid my down payment of $125.00 via mastercard.
Friday came, and the Durango was not picked up. I placed a call to Point to Point Auto Transportation. They then informed me that they did not have my first available date to be picked up until July 17th 2009. As you can guess I was shocked. I informed them that the Durango was supposed to be picked up that Friday that just passed. I was then told “OK, no problem. We can get you scheduled for the next truck. That can be Today (which was Saturday the 23rd of May), tomorrow, or Tuesday”, as Monday was a holiday. Again I said “OK”.
Tuesday came around and still the Durango sat in the driveway of my California residence. Again I placed a call to Point to Point Auto. I was told that my order showed as pending in the system. I asked if they could give me a date as to when the Durango was being picked up. They told me they could not tell me as they did not know. Point to Point said they would call me back and let me know when it was scheduled. I continued to call and check the status of my Durango pick up though out the remainder of the week.
Finally on Friday the 29th of May, I received a phone call saying the Durango would be picked up that Sunday. Again with patients and kindness I said thank you. The Durango was picked up on Saturday the 30th of May. I was told it would arrive at my Colorado residence in 2-3 days from the time of pick up, Tuesday being the third day and latest day it would arrive.
When the Durango did not show up at my Colorado residence, I gave Point to Point the benefit of the doubt thinking “Maybe, just maybe, the truckers do not drive on Sunday.”
Wednesday comes around, and still no Durango. I placed a call to Point to Point Auto. They informed me that it was on its way. Later that night I receive a call from the trucker’s company stating that the truck, on which my Durango was on, had blown their engine. He insured me that their truck would be up and running the next day (Thursday June 4th.), and that he would call me either way to let me know the status.
Thursday afternoon rolls around and AGAIN I have failed to receive a call back as promised. During my Lunch break, I place another call to Point to Point Auto. I was placed on hold for 5 minutes, while they figured out what was going on. They came back over to my line. Pint to Point informed me that the truck they contracted out was broken down in Weston Colorado, Which is about three and a half hours away from the Durango’s drop of point. I informed Point to Point that I was on a dead line to receive the Durango as I am moving to Texas on the 18th of this month. I informed them that I have to get the Durango into the shop and fixed before my trip, which at this point was a little less then two weeks away. I told them that they were leaving me no time to do this. I also informed them that I had already bought my sisters plane ticket to Colorado, as she is supposed to me helping me with the drive (in my Durango) to Texas, and that the ticket is non refundable. At that point I asked if there was a supervisor I could speak with. I was transferred to Joe. Joe placed me on hold while he went over my account He came back to my line and said that my Durango would be to me the next day, absolutely no matter what, as this was unacceptable to him as well. He informed me that they would be calling to contract out to a different company, a flat bed company. He said he could not contract the flat bed company that day as flat bed trucks do not drive at night. This was at 2:00 pm my time. However, as he had promised a for sure delivery the next day, no matter what, I did not press the issue. Joe told me he would call me in the morning with an update, once the order for the flat bed truck was made.
Friday Morning came, and surprise, surprise, again no call. So again I call them. I spoke with someone in dispatch. He put me on hold to call the trucking company. He came back over to my line and informed me that they would not be delivering my truck until Saturday or Sunday now. Keep in mind, up until this point I had been more then cooperative and patient. As you can assume, frustration was above and beyond, as my time line has already been cut way to short. I have had to cancel meeting with my insurance’s appraiser twice for lack of deliver as promised.
I stopped the gentlemen I was speaking with and said “No! This is not ok.” I went on and told him about my experience with his company thus far. I informed him of my time line yet again and about my move to Texas in a couple short weeks. I told him how I had been promised drop off TODAY (Friday). I told him that I need my Durango delivered to day as promised no acceptations. He then transferred me to Joe, whom placed me on hold for five minutes, so he could speak with his supervisor. He came back and informed me that I was absolutely right, and that the Durango would be delivered that day as I was promised.
Around 2:00pm that same day, I called to check the status of the new truck. The flat bed had not yet been ordered. I called again at 4:15pm the same day when I got off work. I asked to be transferred to Joe. I was placed on hold. Then the gentlemen came back on the line and informed me that Joe was in a meeting, but had informed him that they could not order the truck yet, as they have a contract with the trucking company that was broke down in Weston. He informed me that the flat bed was on stand by. However they had to give the trucking company 3 hours, to get it up and running before they could place the order for the flat bed. With the three hours I needed to wait before they could order the flat bed, plus the hour and a half for the flat bed to get to the Durango and the drive time to get to me, the Durango would not be dropped of until Midnight. The gentlemen said that the flat bed would be ordered that night regardless, and that if it was not dropped off that night, it would be there first thing the next morning on Saturday the 6th of June.
The Durango was not dropped of Saturday as promised. I called all morning. And there was no answer. Sunday the office was closed so I could not call. Monday morning my father called Point to Point. He spoke with the supervisor, who promised him to get the Durango on a flat bed and delivered today. He told my father he would call him back in one hour. Two and a half hours later he finally gets a call back. They inform my father that my Durango has been unloaded, and is on the flat bed now as they spoke. He said the flat bed would be leaving shortly, and to expect the Durango by 5:00pm that day. 5:00 rolls around and not to any surprise the Durango was again not delivered. I called Point to Point auto from 5:00pm until 8:00pm my time, which is when Point to Point closes, and not once did any one answer the phones. I called for 3 hours straight, and no one answered. How a business is run like that, I have no Idea. This morning on my day off, I had to wake up at 6:00 in the morning to contact Point to Point. Point to Point was not open yet. I called at 6:30 and got in contact with the man in customer service. He placed me on hold and tried to call the trucking company. The trucking company was not yet open. He informed me that he would call me back in 2 hours when the company was open and he had contacted them. I did not hear back fro him so at 8:30 I called him back. He called over to the trucking company and they told him as far as they knew the Durango was supposed to be here the night before. I told him I was aware of that. I also informed him that I had a meeting with my appraiser at 9:30 to look at my Durango. I asked him how he was supposed to look at my Durango when it was obviously not there. I told the gentlemen that this would be the third appointment with my appraiser I would have to cancel. He placed me on hold to contact the trucking company again. He came back over and told me that Jesse with the trucking company would be calling me. We hung up. Jesse told me the same thing, that as far as he knew the Durango was supposed to be dropped of last night. He told me he would call me when his driver called him back. I again had to cancel my appointment with my appraiser and re schedule. My Durango was finally dropped of at around 11:00 in the after noon on June 9th 2009. I still had to pay the $500.00 to the trucking company, for a job that I am beyond dissatisfied with.
I understand that things happen. However I have been getting the run around for THREE WEEKS! I have been more then patient and understanding, and it has gotten me no where. Phone calls were promised to update me. Yet I found my self having to make that extra effort to stay informed. Every time a call back was promised, it was not made. When a promise has been given, I expect it to be kept. As a company your word should be the backbone of your business, and if something comes up you should have the decency to call your customer back and inform them of the situation.
