Company Response Review Report Review
Where is our van?

Dave Submitted this review about Auto Rail Forwarders
Review made Live: 8/21/2014 3:59:00 PM
Was very impressed when we first spoke to Gerry. We told him we needed our van in vancouver on June 29th as I was flying from Ottawa with 2 dogs and a cat and needed to drive the next day to take possession of our house on June 30th. Gerry told us if we paid the extra rate the van would be there on June 23rd, we wanted to give extra days in case there was a delay. Today we called (26th) to confirm our van was there and was told via email that the van was in Manitoba and would not arrive until the 2nd. We called them back and left 2 messages and got no reply. We left 3 emails and got no reply. We sent an email for a quote with a different email and had them call our inlaws cell and they called Immediately. Gerry called and realized we had tricked him into calling and when we told hi our situation he cut me off, called me a liar and hung up on me and emailed 2 minutes after saying "I don't guarantee anything". TERRIBLE customer service. There are no rental vans available and we are trying to find family to help us get to the island, which means we have to drive back to vancouver to get our van. NEVER go with autorail.
Shipment Details
Origin State:
Ontario
Pickup:
Late
Destination State:
British Columbia
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Gerry
Quote or Order Cost:
$1700

Company Response
Nick from Auto Rail Forwarders Submitted this response.
Response Date: 7/30/2015 1:21:00 PM
They Client, is not telling the complete story of the transaction... We are easily contacted by phone or by email and any time.. Yes our lines get extremely busy at times, and you have to leave a message. We move close to 1000 vehicles per year.. We do our best to contact and return emails and calls as prompt as possible. We are sorry he had a bad experience. less then 1 % of our Clients complain.. We work with CN Rail to resolve matters if clients are dissappointed.. We are more then happy to discuss on the phone the problem with this clients shipment.. but to type the story, is to long... tks management