Company Response Review Report Review
Bad customer service & a car infested with ants

Brigette Submitted this review about American Auto Relocation Pros.
Review made Live: 7/16/2007 11:58:00 AM
I chose their quote because Diane stated that they will call 24 hours in advance and let us know what time they would pick up and drop off the vehicle. The day before pick up, I received an email with the scheduling info that said there would be 5-8 hours notice. Not the 24 hours I was told, but I was ok with 5-8 hours notice. Noon rolls around on the day of pick up and I haven't been contacted by anyone. I called Diane who told me that the 24 hour notice was "just a guideline" and it's not written in stone. It's also not in the contract, which I found out - there's actually no notice required. Also, they are just a RESELLER. They are not the actual company that does the transport - they contract out to someone else.

Diane told me she'd call the driver and call me back in 30 minutes. Well, an hour later, there was no call. I called Diane back. She asked me what I wanted her to do. She asked if I wanted her to "just call to chat" since she hadn't talked to the driver yet. I told her no, I would like for her to call me back in the 30 minutes she said she would to tell me she hadn't heard from the driver but that she was still working on it. Since she was being so rude, I asked for her supervisor to which she responded that she is the boss.

Anyway, onto the pickup. We gave up to have it picked up on the day we were told. However, at 10:30pm, the driver calls to let the seller (we bought the car out-of-state) that he was at a gas station and if he wants the car picked up then he needs to get it to him right away. He didn't want to wait long. If he couldn't get it then, they'd have to reschedule transport. When I found this out the next day, I called the company who had been contracted to do the work - they're CBA Trucking, Inc. Wayne apologized for the lack of notice, he said the driver's cell phone broke and he FedExed a new one to his house in Atlanta. He said we should get the car sometime during the weekend.

I woke up at 7:30am on Saturday morning to 6 missed calls and a text message on my cell phone - all between 12:30am and 1am. The driver was at the exit for Acworth - again at a gas station. He left 2 messages - one of which stated he was going back out of town at 4am and if I don't come and pick up the car now that he's taking it to New Jersey and I'll have to pay triple to get it back. I called Wayne and told him I didn't hear the phone the night before, but 12:30am is not the time I would expect a delivery. He said the driver shouldn't have said all that and that I would get my car that weekend. The driver called me later that morning, he gave me some story about not knowing he was supposed to give us 5-8 hours notice as it's not in the contract. MAKE SURE YOU READ THEIR CONTRACT! I told him it may not be in the contract, but I have it on the scheduling email from Am. Auto. Relo. Prof. He said he could deliver it at 12. 12 rolls around and then he said 2pm. 2pm rolls around and he's waiting on someone to follow him while he DRIVES OUR CAR TO US! We gave up and said we'd meet him at his home in south Atlanta - which is a good hour from our house. We got there & he had the car parked in his backyard which was INFESTED with ants. I got mosquito bites all over me after a couple minutes and the car is INFESTED with ants! We took it to a car wash & got some of them off, but are still using ant bait to get rid of the rest 2 days later.

After the first conversation with Diane on the day of the scheduled pick up, there was NO FOLLOW UP FROM HER AT ALL. Wayne called to make sure we got the car, but he's not even from her company! We also let him know about the ants. He also stated that he didn't get the pick up order from Diane's company until the day before it was to be picked up. Wayne was the only good part about the transport, but I would not use AARP to transport any other cars. Someone needs to buy Diane "Customer Service for Dummies", because I'm pretty sure she's clueless as to what providing service entails.
Shipment Details
Origin State:
Connecticut
Pickup:
On Time
Destination State:
Georgia
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1013748
Quote or Order Cost:
$575

Car Condition
  • Vehicle was dirty
Company Response
Dianne from American Auto Relocation Pros. Submitted this response.
Response Date: 8/3/2007 3:22:00 PM
Unfortunately I believe that this review has more to do with poor service on the part of the trucking company we assigned. This customer booked this order with an estimated pick up date. We arranged to have the car picked up withina 2 to 3 day window of her requested date. I explained to the customer that I did not have one of our regular truckers available for this shipment, but I could "broker" it out. Once we broker out a load, the trucker is responsible for contacting the customer to make all shipping arrangements as for timing. Normally they do make contact at least 12 to 24 hours ahead of time. Unfortunately, as the customer never made us aware of any of these issues she has brought up herre until after delivery, there was nothing we could do. I apologize to the customer and hope that she has resolved her ant probles. If not, she should contact me directly so the trucker can re-imburse her for these issues.