Company Response Review Report Review
Never Picked Up and Lied about transaction

Michael Submitted this review about AFT Logistics Inc.
Review made Live: 8/12/2006 8:44:00 AM
After I posted accurately that AFT Logistics never picked up our car, the company posted a response that can only be described as fiction. Obviously it is in the company's interest to rebut every unfavorable comment. I only care that to save other people from having the frustrating experience my family had. We are a family of 6 moving to Colorado and my company was paying for the move. Here are the facts:
1. We agreed to the window of pick up that comes with the lower rate. At no time did Faye talk to us about the higher rate and at no time did we say August 10 only. Our complaint is that the car was NEVER picked up.
2. We made ALL calls to AFT throughout the process. They never called us nor returned a call. At no time did AFT offer to pick up the car at an earlier date.

I still retain all the emails and faxes of this transaction. If anyone would like to discuss our experience and save themselves a hassle you can contact me via this service or call me at 970-586-0600 ext. 1099. I have already secured another auto transport service and will certainly report my experience here.

Michael

ORIGINAL REVIEW AND RESPONSE-------
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Subject: Never picked up. Didn't return calls
Review: I am leaving for Colorado in the morning and my car was never picked up. We made arrangements a month ago and today was the last day in AFTL's window for pick up. We called every day over the last several days and either got voice mail or Faye who could provide no details. Faye was asked to return our calls and she never did. We had to call AFTL each day and still were no better informed.

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Response: Posted by a representative of AFT Logistics, Inc. on 8/10/2006 7:24:00 AM

I am very sorry that this client has posted the above comments without the complete facts of the order. I am the customer service rep, Faye. Michael contacted AFT Logistics on 7/26/06 14 days ago and requested a pick up on the 8/10/06 ONLY. I explained that would be the expedited Urgent rate 1425.00 as they needed a specific date. He did not wish to pay that rate and faxed us the order form with the expedited request but only the standard payment of 1250. I immediately contacted him and explained the rates again. He accepted the standard 1-9 days for pick up beginning 8/2/06 to 8/10/06. I scheduled a driver for pick up on 8/3/06 however Michael did not want to release the vehicle early & refused to release. I agreed to try another truck without any additional charges. I scheduled another driver for 8/7/06 and Michael told the driver he would rather it be picked up on the 8th. The Driver had committed to leave NJ on the 7th and could not wait over night. On 8/7/06 I called Cynthia, his wife, to explain it would benefit them to let it go today and she said they would wait on the next truck. I explained, in detail ,that we have already scheduled two trucks and I could not promise her another truck before or on the 10th. She decided to "take her chances." On 8/8/06 she left 7 voices mails within 20 minutes. I called her 47 minutes later and explained we were diligently looking for another driver for tomorrow however he was sick and could not promise he would be able to run. Today is 8/9/06 and our driver, Tom is in the hospital with a kidney stone stuck in his uretha and was having surgery & he would not be able to run. Michael,Cynthia and their mom have called me several times and each time I explained we were trying to move their vehicle, even after they refused two trucks but could not promise a driver. I let them know that I was still ( 11pm on the 9th) trying to get a fourth truck. I have a truck in PA we can route to pick up under the Urgent rate as quoted in the beginning however they refuse to pay that rate and insisted he drive their anyway and pick up their vehicle. Without the additional fuel payment to take him off route, we could not do this. I am sadden that this client felt he should make the statements above without the compelte truth of the issue and feel we have gone above and beyond to try to transport their vehicle and communicated with them at every level. We do everything we can to accomidate our clients needs no matter the obstacles given to us; however we can not perform miracles. I am truly sorry they chose not to pay the quoted rate for the service needed and that we can not assist them before the 10th; however we tried our best and never once charged them any monies.
Thank you,
Faye
Sr. Quote Specialist
AFT Logistics Inc.
Shipment Details
Origin State:
New York
Pickup:
Never
Destination State:
Colorado
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1250
Quote or Order Cost:
$1250

Company Response
from AFT Logistics Inc. Submitted this response.
Response Date: 8/17/2006 6:46:00 PM
8/16/06 Michael, AFT Logistics gives 100% customer service and strives for that service to be 100% satisfactory. We have investigated your complaint. After reviewing the file, we stand by Faye and her efforts to assist you. She continued to help you and try to reschedule another driver even after refusing two drivers and your cancellation prior to contract ending. We also find that communications from her were timely, in abundance and professional. Her rebuttal is very in-depth and accurate and we find that your order was serviced above and beyond. You were never charged any monies. She has received the Highest Awards for customer service from her peers, clients and the transport industry. We are very proud she has chosen to be on our team. When threatened that everything would be done to make sure our name would suffers if another truck was not scheduled, we at AFT Logistics Inc took this very seriously. We will respond to each statement with accurate and appropriate information, without compromising your privacy. Your quest to defame our name over the internet is being addressed with immediate attention. As you are employed by an Auto Maker, which our competitor has interest and stock in; we can only hope that comments, refusing drivers, threats, actions and request were not in anyway a planned ploy to defame our name to enhance the reputation of that competitor for profit. We received a phone call from Cynthia on 8/15/06 needing status of her vehicle. We kindly informed her that she inadvertently called us rather that the competitor you mentioned above. We hope the competitor provides you with the same respect and effort we tried to provide you and that you, your family and your vehicle arrives in CO without any further delays or issues. If any one has any questions or concerns of this issue, please do not hesitate to contact me. Customer Service Manager AFT Logistics Inc Toll Free: 1-877-238-3390 CC: File Transport Reviews Shipping International C.D. Andrew T.