Company Response Review Report Review
Would not use again. Very poor.

Shirley Submitted this review about AA Auto & Home Movers
Review made Live: 10/14/2009 9:15:00 AM
This was the first time I ever used a transport carrier and made sure to do research for the best rated/reviewed carrier. I searched MANY websites and reviews and found that AA Automovers was the best. They got one of the best rating on this site along with BBB, so I figured I can't go wrong. But boy was I proven wrong. By the end of the transaction, I was stressed out to my wits end and frustrated that AA Automovers was not willing to meet me halfway or any way.
Mark, the agent that helped me out was very nice and told me that if I had my car picked up between the dates Aug. 10-12, that my car would arrive to Michigan by the 16th, the latest. I expressed to him that I needed it there by the 16th, 17th the latest. If I had knowledge or was told by Mark that it would get there after the date, I would have moved up my pick-up date. If that wasn't the case, I wouldn't have any room to talk.
I received a call from the assigned carrier that was going to pick up my car two days after my original pick up date and by that time, it was too late to change my reservations. When I call AA Automovers, more specifically, Mark, he ignored my calls and the message was passed down to a customer service rep. that told me she did not "work" for AA Automovers. How confusing is that?! I called to find out if I could get a refund of the service charge that the brokers took, or even half of it, and the customer service rep continued to tell me that there was nothing she or the company could do, and kept telling me to contact the assigned carrier [who by the way had nothing to do with the transaction]
The carrier that ended up picking up my car [American Auto Transport out of Illinois] was very nice and they tried to work with me, rather than the broker I went through.
I admit, I probably shouldn't have gone through a broker, but I assumed they wouldn't steer me wrong, especially after I researched and talked to wayyy too many transport carriers. I've learned my lesson...I'm never going through a broker ever again. American Auto Transport out of Illinois will be honest and not tell you what you want to hear. The only good thing about my car transportation was that the carrier that picked up my car was in an enclosed carrier. But I did pay for an "open" carrier. If there's one thing I can't stress enough to other on-lookers, please, go through the carrier directly.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Michigan
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
F36729
Quote or Order Cost:
$915

Car Condition
  • Vehicle was dirty
Company Response
Mark from AA Auto & Home Movers Submitted this response.
Response Date: 10/22/2009 9:30:00 AM
The customer's statements do not align with our notes on this order. It sounds as though she did not know which company she was speaking with. Our Sales Associates do not handle customer service calls - so Mark did not pass her call "down" to customer service. We don't consider CS at a lower level than Sales. No one working for AA-Automovers would state that they were not, so we think she contacted the wrong company. In any event, 9 days from California to Michigan is right in line with the typical transport times. She indicates it was delivered on time but in her text talks about it not being delivered when she wanted it. Sorry she is so confused.