The most horrible customer service....ever.
Rory Dowd
Submitted this review about
Able Auto Transport
Review made Live: 4/8/2008 6:58:00 PM
My wife and I were moving for her job, from Reno, NV to Lafayette, LA. We were referred to Able Auto by a moving company that we had excellent service through. We put a deposit down with AAT on monday 3/17. The website and the person I spoke with said that they had a one to five day pickup window; both also mentioned that this was an average time, not a promise. We left the car with our roomate and left midweek. At the end of the five day period, AFTER we had already left Reno and made it to Lafayette, neither my wife, I or our former roomate had heard anything from AAT. When I called I was told that they "will call you as soon as we have a carrier." When I asked how long that might be, the ONLY thing I was told was "We're working on it." Literally. (I thought most CS employees are trained not to say that these days, especially since it is so insincere to hear it 5 times in 3 minutes.) They began to tell me that after the 5 day window AAT was losing money on the deal (Maybe because they gave us too low of an estimate and couldn't deliver??), which is not really my problem. I didn't have my car and I was trying to get a job!
That is all I could get out of an operator for another 5 days. Then I was told that my order had been passed to Customer Service, and operators were calling on it CONSTANTLY. (Yeah, right) I had to call THEM to find out the status, because they couldn't be bothered to keep us appraised of the situation.They stalled and blew more smoke like this at us for 2 weeks. By day 19, I was pretty annoyed and abrasive when I called. I would only to speak to a Customer Service Manager; no more low level phone jockeys, thank you. I had to raise my voice to this woman and impress upon her that I was extremely unhappy with the service I was recieving from them. For the most part, she just said all the same stalling tactics that I had been hearing for the better part of a month. When I mentioned that they never called, she of course insisted that they could do that, if I requested it. I asked her to call all 3 phone #s, twice a week, until the car was booked. I tersely explained to her that they had my money and I was having one of the worst interactions I have ever had the misfortune to be entangled in.
Within an hour, the manager called be back and said she could get the car on a truck, that day. But the carrier wanted an extra hundred dollars. $100. If that's all the problem was, I don't see why they hadn't mentioned that 5, 10, 15 days earlier. If your 'estimate' was off, I can appreciate that. But NO ONE EVER TOLD US THAT. We were moving all of our stuff 2000 miles; what's another $100? Not a dealbreaker. We told her to do it. The car was picked up by Bob Selhorn of Selhorn Trucking on Thursday and got here this afternoon, Tuesday 4/8. Bob was great; a little early on both pickup and delivery and the car arrived in good condition - no damages.
I have wokred in CS for many years, my wife is a District Manager for a major retailer. Our interaction with AAT has been the worst either of us have ever experienced in terms of customer service, services rendered, and actions in good faith. I think my car would still be waiting in Reno if I had just sat back and let them keep "working on it". DO NOT GO THROUGH THIS BROKER.
