Shipping Nightmare- Manager Erin

Angela Kaiser Submitted this review about American Auto Shipping
Review made Live: 1/18/2022 7:55:00 PM
I am 36w pregnant moving from Ohio to Washington due to the military and we needed to ship my husband's RAM 1500. I paid for priority shipping on 1/7/22 and when I was not contacted by 1/12/22, I asked to switch to standard shipping. They did not notify me that this was considered relisting. AAS does not answer their phones, so you are at their mercy of when they call you back. I wanted to cancel our order and I called over 15 times over the weekend and Monday (holiday) and today (Tuesday) with no call back. Our vehicle was dispatched but we decided against shipping the truck due to the delivery of the baby and our needs out here. I was trying to reach them regarding cancelling, and they refuse to refund the $200 deposit because they waited to call me back until after they sent the dispatch email. Erin, the manager, was very difficult to work with and constantly talked over me, yelled, and was flat out rude. She said there is no one else above her to speak with besides the owners and she was wasting time arguing with me when there were other voicemails from today she had to return. She was beyond rude and only offered to issue me a credit to AAS, which I told her I would never use their company to transport a vehicle and wanted the refund. I was quoting her own terms and conditions to her and she was arguing about what they meant. She kept telling me I needed to send a voicemail stating all of my information regarding cancellation AND send an email, which is not required on the terms and conditions. I was becoming very upset and she had the audacity to tell me that I need to calm down for the sake of my baby. She hung up on me and I will never ever recommend this company for any type of service.

Company Response
Mark from American Auto Shipping Submitted this response.
Response Date: 1/19/2022 12:51:00 PM
Angela we are sorry you had a poor experience with American Auto Shipping. We are one of the rare companies in our industry that gives binding upfront pricing and  we do have a 100% money back guarantee which can be found here:www.americanautoshipping.com/terms-and-conditions/.  Our 100% money back guarantee is a price lock promise which our customers love.  11. American Auto Shipping’s 100% money-back guarantee: We will dispatch your vehicle within the listing period at the agreed-upon price with about a 93% success rate. If AAS fails to dispatch your vehicle within the listing period, at the agreed-upon price then AAS will issue a full refund of your down payment and we will cancel your shipment. You may at your discretion agree to relist the shipment with us. As you admit in your review, you choose to relist at the standard rate. Our role as a broker is to connect a carrier to the customer. We use our industry knowledge, tools, software, experience, extensive records, and data to dispatch a reputable and insured carrier for your vehicle shipment. Our dispatchers carefully select and screen carriers to ensure safety, professionalism, and reliability. Once we have dispatched and vetted the carrier and we provide you with the carrier's , driver's name, carrier's phone and the driver's phone and the pickup and delivery dates our job is done and our fee is earned and non refundable. We are sorry you had a bad experience with Erin and we appreciate your feedback so we can work with Erin to improve her customer service skills.  I would love to talk to you personally to apologize for Erin's customer service and to make this right for you. My email is Rachel@americanautoshipping.com