Company Response Review Report Review
Absolute Nightmare

Stacy Submitted this review about American Auto Transport (FL)
Review made Live: 8/18/2014 1:02:00 PM
Back in June, we entered a contractual agreement for American Auto Transport (FL) to transport our two cars from Maryland to Texas for $1800 and the deposit would be $200 once the driver was assigned. The pick-up date was originally August 15th (Friday) and Matt said he would contact us once there is a driver but not to worry because there was plenty of time. We are in the military and on August 12th (Tuesday) we found out there were mandatory military related appointments we needed to attend on the day of the pick-up. We immediately called the company to see if we could move the pick-up date up to August 14th (Thursday ). We left messages for Matt and on the customer service line. Eventually, we got a random call from a female that evening, not because we left messages but because a truck driver was going to be in the area on August 13th (Wednesday) and they wanted to know if they could pick up the cars on that day. We couldn't do that day because we only had a rental car reservation for August 14th and no other cars were available. We explained the dilemma with needing to have the pick-up moved to the 14th and the female said she'd call back...she never called back.

The next day, we called again and left messages for Matt and customer service. We got a return call from Natalie who advised that she'd see if it was possible for a pick-up on the 14th. Once again, no one called us back, so we assumed either a return call would happen on the 14th or a driver would show up to pick-up the cars...NOTHING HAPPENED. We left messages again and called numerous times without getting in touch with anyone on the customer service line, we kept getting voicemail. August 15th arrives and we have a hectic military day ahead if us with two cars still sitting in the parking lot of our now former apartment complex...that's right, we turned in the keys to the apartment and sat for hours in a rental car calling this company from morning to afternoon- nearly 50 calls but only spoke to a person TWICE...Natalie in customer service.

I first made contact with her at approximately 1pm on the 15th and she tried telling me that she order was still being processed and no driver information is available yet and she'd call me back momentarily...1 hour later, I called back and it was Natalie again. I pointed out that she never called back and that we are leaving Monday (by plane) to Texas, so we desperately needed to know when the cars would be picked up. She then tried blaming us for the delay by stating that the original driver for the 15th was canceled and the pick-up date was reset for the 14th. We were dumb founded that she said this because it only made them look worse since NO ONE CAME TO PICK-UP THE CARS ON THE 14th. She was on repeat trying to blame us not understanding that no one came to get the cars on the 14th and it was now the 15th...she finally paused for a moment and eventually apologized that no one called on the 14th to inform us that they were unsuccessful in assigning a driver for the 14th a nd no driver has been secured for the 15th either. She said she'd call back...1.5 hours later, we are calling the company 15 times in a row to only go straight to voicemail. I guess she started screening the phone calls and kept putting straight to voicemail. We left a message for Matt and he never returned our calls. My husband called Matt until he answered and he redirected my husband back to customer service stating he could not help us.

In the end, we e-mailed them to cancel the order (as directed in their contract). They still have not called us back nor replied to our e-mail request to cancel the order. Beware of this company and their practices. We went with Premier Auto Shippers Inc.- Anthony saved the day and got our cars picked up within 24hrs. He even provided the driver contact information which allowed us to stay in contact with the carriers for the pick-up and he knocked off $100 for the nightmare we went through with American Auto Transport (FL). Premier gave us peace of mind and we can now sleep this weekend knowing that our cars will be meeting us in Texas. We thought we would not be at to recover from this nightmare but Anthony went above and beyond, gave us received courtesy calls and text messages- he didn't leave us hanging after securing the sale.

This is our 3rd attempt to post our review. American Auto Transport keeps having them removed citing "This email is to let you know your review was removed from our site at www.transportreviews.com. The reason for removal is that American Auto Transport (FL) is unable to locate your order and has no way of proving that you are a customer of theirs." Hilarious, right? I provide this site with all of the documents they requested, phone records, and e-mails between us and this horrible company. Explains why they have good rating on here, they have bad reviews removed claiming the order does not exist.
Shipment Details
Origin State:
Maryland
Pickup:
Never
Destination State:
Texas
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
9358324-HN
Quote or Order Cost:
$1800

Company Response
Nate Brady from American Auto Transport (FL) Submitted this response.
Response Date: 8/18/2014 1:11:00 PM
You are 100% correct we apologize for not transporting your car for free. American Auto Transport laments we were unable to meet your frivolous expectations. Slandering our company seems to make you feel a lot better so in that case we hope you accomplished your goal. All the best!