Company Response Review Report Review
Terrible Customer Service

Simon Submitted this review about Specialty Mobile Systems
Review made Live: 9/10/2007 7:42:00 PM
I contracted Specialty Mobile Systems to move 2 cars from Seattle to NY in July. The first car was picked up at the appropriate date and I was told that it would arrive in NY in about 10 days. I then received a call 2 days prior to the pickup of my second car and told that the carrier who was supposed to pick up the 2nd car had suffered an accident and that they would have to find a new carrier to pick up the car. Fortunately, one was found and the 2nd car was picked up on time.

I then went to NY and started my new job. The arrival date of the first car came and went. At day 14, I called Specialty Mobile and asked what had happened to my 1st car. Imagine my shock when they told me that the local driver had suffered an accident and my car was stuck in Nebraska! I asked when this happened and it was about 10 DAYS AGO!!! My car would be impounded indefinitely by the police for their investigation.

Now, I sympathized with the situation. Getting into an accident was beyond the control of SMS. But, they never bothered to contact me and I had to call to find out my car was involved in this accident! Furthermore, I had to call every several days to get updates- Specialty Mobile never took the initiative to call me first to tell me what was going on.

I figured out then that after SMS received their deposit, they basically stopped caring about the car, especially if there were complicated circumstances. Each time I called SMS, nobody knew a thing and they told me "they would get back to me." As a business, they should have had the basic decency to alert me to this problem when it happened. When I asked about reimbursement for a rental car, they flatly refused.

I finally received the car 44 days after it was picked up. Again, what bothers me is SMS' apparent lack of professionalism; they couldn't be bothered to tell me about the accident and provide updates. When I complained to the local carrier, they confirmed that SMS involvement at this point was minimal.

Of all the operator I spoke with, only Dee seemed to even remotely care. She was the only individual who bothered to offer an apology about the delay and the lack of information provided to me.

I would never use this transport company again. If your car travel goes smoothly, everything is great. But if there are any hangups, I think SMS moves on to its other transports and forgets about you because they were paid with the initial deposit. I am extremely disappointed by their lack of professionalism.
Shipment Details
Origin State:
Washington
Pickup:
On Time
Destination State:
New York
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Simon Chin
Quote or Order Cost:
$2300

Company Response
Amy from Specialty Mobile Systems Submitted this response.
Response Date: 9/11/2007 11:33:00 AM
In this particular situation, there was an accident involving 2 tractor trailers. In the end one of the drivers unfortunately lost his life. We apologize for the inconvenience that this caused the customer. As soon as information was released to us, we promptly relayed it to the customer. When there is an accident of this caliber, the police impound vehicles for their investigation, and it is thereby taken out of our control as it is in police custody. As stated in our Terms and Conditions, which are signed by our customers, we do not reimburse for rental cars. This in no way indicates that we take our deposit and stop caring for our current or future customers. Amy/Specialty Mobile