Company Response Review Report Review
NIGHTMARE

Eric Submitted this review about American Auto Relocation Pros.
Review made Live: 7/25/2008 10:26:00 PM
It boggles my mind to think that people have had amazingly good experiences with this company after the nightmare that we've been through. Similar to other posts, everyone was great and helpful until our deposit was payed (it was charged twice) and then the nightmare began. We had reason to be concerned about our shipment when close friends of ours started with their nightmare the same week. Their post should be up here soon.

I understand the pick-up date is not guaranteed. Their contract releases them from responsibility for almost anything. Trying to contact someone at this company is next to impossible. I have call logs from both my and my wife's cell phones with the multiple times we called trying every extension. I'm not sure if we ever received a return phone call. The only way we could talk to a person was if we got lucky enough that Diane answered. She was unhelpful, blameful, and rude to my wife on the phone, scolding her, calling her "Missy" (that is not her name) and "placing her on hold" only to never come back on the line. I had a similar experience when I asked Diane for an explanation of why we called their company greater than 6 times in a day begging for someone to call us back regarding our shipment and receiving no response. She interrupted me saying she was transferring me to a manager who didn't answer (shocker) and I got a voicemail I had already heard multiple times from calling their different extensions.

We moved from Akron to Dallas and my main beef with the company was that no one would give us specific information. We were given vague answers like our car would be scheduled by the end of the day only to have it not scheduled. We had to fly to Dallas so we had to leave our car with friends. From Dallas, we called repeatedly asking just for some info. We were given a truckers name and number and the number was never answered and had no voicemail. After calling other companies out of desperation, we found that our car was still posted on the central board. I got through to Diane and asked her about this. She tried to blow me off by attempting to give me the number of the trucker to try again. Turns out it was a different trucker than the number they told us to call (according to her).

Ultimately, I flew back to Akron and drove our car to Texas. After emailing the company to tell them we were cancelling and filing with the BBB and this website, we received an email telling us how "truly sorry" they were that we were unhappy. Funny...because they never showed one ounce of concern prior to this. They also threatened that if our info wasn't 100% accurate they would pursue legal action.

If this company is so busy that they can't provide customers with appropriate service, they should either hire more people or not take the routes just to screw people around. I hope they can just realize what a stressful experience moving across the country is and dealing with a company like this when your family is in one city and your car is back in another at a friend's house inconveniencing them is horrible. In medicine, often the "reasonable patient" is used to determine what an appropriate expectation is or the "reasonable physician" to determine what is an appropriate action from a physician. I find it hard to believe that it can be considered reasonable to expect your car to still be sitting around a week after it's estimated date with the company seemingly ignoring your every attempt to find out when the car is getting picked up. The company always passes blame on either the customer or the truckers. AARP is still the contact to the customer and is ultimately responsible...that's their issue for contracting with unreliable drivers.

Please think long and hard before considering this company. You will waste countless brain cells and minutes/hours dealing with them and making little progress.
Shipment Details
Origin State:
Ohio
Pickup:
Late
Destination State:
Texas
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1287456
Quote or Order Cost:
$685

Company Response
Dianne from American Auto Relocation Pros. Submitted this response.
Response Date: 7/31/2008 5:07:00 PM
We did apologize to this customer, but they admitted to not reading their contract. They set up an estimated ship date. We had a truck assigned to pick up within their contract 7 to 10 day window. They cancelled well within that window. So where in does the blame lie? I am growing weary of customer choosing a less expensive shipping option and then blaming me when they don"t get the "guaranteed/expedited" service my other customers actually pay a premium for.