Company Response Review Report Review
Horrific Communication/Customer Service

Scott Submitted this review about Roll Over Transport
Review made Live: 2/1/2010 9:53:00 AM
I cannot recommend Rollover Transport to anyone who cares about customer service and adequate communication. They are unable or unwilling to follow through on any promises in terms of notice, phone calls, updates, etc.

I trusted the broker because I have no experience transporting a vehicle, and the broker was nice. My situation was complicated by the fact that I was not present for the pick-up of my car, and I had a deadline for delivery; it was left with my brother and sister-in-law, who agreed to act as my agents during pick-up. I had made it very clear through the broker that if the carrier loaded the car on a weekday, it had to be done after 5:00 PM when my family would be present. Alternatively, the carrier could pick it up anytime on the weekend with adequate notice. We were assured we would receive a call an hour or two before the truck arrived.

Unfortunately, it didn't start out that way. Rollover's dispatch manager, Vitaliy, was nice enough, but he was completely unaware that the drivers, Boris and Alexei, had already called my brother to arrange the pick-up on Friday at 2:00 PM - right out of the gate, they were ignoring simple instructions, and the dispatch didn't even know. Then they didn't have the courtesy to call on Friday to let my family know they weren't coming after all. I called the drivers, who never explained why they decided not to show up as they themselves had arranged, and set a time for Saturday, which they also didn't keep - they were hours late. They had promised to call my brother at least an hour in advance of their arrival, which they failed to do. They did not pick the car up where it was parked (it could not have been for lack of accessibility, as I have seen trucks as large navigate the street easily). My family had to drive to where they waited.

Throughout the week they were on the road, these folks never initiated the phone calls they promised to make to me; communication with the drivers was made more difficult by the fact that their English skills were wanting. Both drivers and dispatch promised to call by a certain time, or show up at a certain time... not once did they come through on the expectations they set themselves. They said my car would arrive as early as Thursday, Saturday at the latest; I repeatedly told them Sunday would be too late, as I would be out of town. They arrived late in the evening on Saturday. I fully understand that specific times for delivery cannot be promised - that there are many variables involved. However, nothing would keep them from placing a phone call when they promised to call, and not once did they follow through appropriately. And even at that, they delivered the cars hours later than they told me they would arrive. I was not a happy camper until my car arrived.

The good news is the car arrived in good shape, albeit late and in poor (evening) light.

Although the broker's customer service rep and dispatch manager were quick to contact Rollover in an attempt to help me, Rollover was never proactive in any way. Extracting teeth would have been an easier task than this seemed to be, so I cannot recommend Rollover to anyone except those who simply don't care or need to know what is happening with their vehicle.
Shipment Details
Origin State:
Oregon
Pickup:
Late
Destination State:
New Jersey
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
100692-ND
Quote or Order Cost:
$940

Company Response
Viktor from Roll Over Transport Submitted this response.
Response Date: 2/1/2010 12:56:00 PM
This was the first time the customer has transported a vehicle, and he expected to have an exact pickup and delivery dates, and wanted to reach us 24/7. First of all we are not UPS and can not give an exact time until a couple hours before pickup/delivery because we have nine other vehicles on the truck. I had to forward my calls to my cell phone, so he could reach us at 8-9 pm to find out where his car is at, and for him to say that our communication was inadequate is just WRONG. The car was delivered as promised by Sunday, and the pickup was NOT late, it was scheduled for Saturday and the car was picked up on Saturday. Vitaliy (dispatch)