Incredibly poor customer service and did not stand behind their product
Colette
Submitted this review about
Crossroads Auto Transport
Review made Live: 7/6/2014 7:54:00 PM
I spoke with Todd at Crossroads Auto Transport to arrange a transport on 5/13/14 for $800, at least $150 below other quotes. He assured me that if no transport could be found by 5/20, I would receive a full refund. When I did not hear from anyone, I called to follow up three days later. I was assured by Chantal that she thought Crossroads would find someone. She did not call by 5/20. When I called her instead, she said she would get back to me later that day. She did not. When she called on 5/22, she told me she was unable to find someone at the quoted price and that it would be substantially more. I asked for a refund instead and she assured me that I would receive a refund later that week or Monday, 5/26 at the latest. By 6/9, I still had not received a refund. When I called and spoke with Rob, he told me Chantal had been fired. When I said that I was owed a refund, he gave the sarcastic reply that he was owed money, too. He told me to send him an email (which I did immediately on 6/9, that the refund would be processed the subsequent Friday with other refunds). As of 6/28, I have not received a refund. I left a message at 561-287-0669. I attempted to leave messages at 561-860-7946 and 954-826-5956, but their system did not allow me to leave a message on those lines. I am taking the time to provide this review in detail because I used this website to find Crossroads Auto Transport. They were unable to meet their $800 quote nor have they provided a refund of my $103.50 deposit when no transport for that amount was found.
On Saturday, July 28th, I received a call from 561-860-3082 at 7:31am. I called back at 7:37am. The representative assured me that the refund went out Friday, June 27th and that, depending on my financial institution, I should get a refund in 2-3 days. He then said that he sees that I put a review on transportreviews and asked if I put up a review. I said yes and he asked if it was a posititive review. I said that it was an accounting of our interactions. He asked whether I kept records of that and I said, of course I did. He asked if I'd be willing to pull down the review when I received my refund. I said that I planned to update the review with any further information.
UPDATE: The following week, I received a refund to my credit card in the amount of $103.50. However, the refund came at a cost of extraordinary amount of time and effort:
On June 30th, I received an email from transport reviews saying that Crossroads had contacted them to remove my review with the rationale that I was never a customer of theirs. My review was removed from the website. I called transport review, confirmed that having placed a deposit qualified me as a former customer (and thus able to leave a review), and then sent transport review a copy of my credit card statement showing my deposit. By coincidence, when my review was removed from transport review, I began receiving emails and calls from various auto transport companies offering quotes to move a variety of types of cars (cars that I do not own such as Land Rover, Hummer, etc. These emails are sent to my email address, but addressed to different people.).
On June 6th, following my call and email to transport reviews, I received an email confirmation from transport reviews confirming that they reposted my review and thanking me for going through the process. My review can no longer be removed by Crossroads. Transport reviews monitors such requests by car moving companies to remove reviews to ensure car moving companies do not abuse the process. Thank you to transport reviews for keeping the process transparent and clear for customers!
I updated this review on 7/7/14.
