Company Response Review Report Review
Terrible company!!

Shannon Submitted this review about DT Transport LLC
Review made Live: 8/21/2011 3:32:00 PM
I hired DT Transport on Monday to move my truck 300 miles. Terri called me within 20 minutes of my order stating they had secured a carrier to move my truck. 30 minutes later Terri called back and said that carrier was having truck problems and they were unable to move my truck and she would look for someone else.
I called and left a message on Wednesday asking Teri to call me back with an updated since I had not received any type of correspondence from DT Transport. I called a couple of times on Thursday during their business hours and the answering machined picked up every time. I called again on Friday and still no answer. I left a message stating if they did not call me back I would cancel our contract. Still no call back. After I signed a contract with another company I called DT Transport to cancel my contract with them, no answer.
Terri finally called me back a few minutes after I hung up. She stated that she had not received my voice mail and she had sent me an email stating she was looking for another carrier. I explained to her that I had not received any type of correspondence and that I had chosen to go with another company. She got very upset and said that I was being unfair and that was such a crappy thing to do since she had put in all this work and someone else was getting the job. I explained that this was obviously a communication error and she called me a crappy person and hung up on me.

I sent her a letter explaining when I had called DT Transport, I took the times off of my phone log, and how I left a message on Wednesday and it was the same voice mail that I left the message at on Friday that she received. I told her I was unhappy with DT Transport and how she chose to represent it. The following is her direct response from that letter:

"Actually you were the one in error since you DID NOT follow proper procedure as spelled out CLEARLY in your contract for canceling or contacting us at all. When we got your contact, we contacted you within 20 minutes after you left the message according to the phone company. We also checked with the phone company to make certain and NO message was left at our number on the days you said. We also still had a copy of the email we sent to you for written proof. We would have EASILY won that dispute according to Paypal, however, your refund was issued 10 minutes after I talked to you,so was done before this we received this inappropriate email from you. We don't do business in those crappy ways and don't treat people how you chose to treat us. Thankfully, what goes around comes around, those who treat others poorly will have to deal with that themselves."

According to this email I violated the contract by contacting her at all but at the top of my contract it states, please feel free to contact us at anytime if you have questions. The contract states that I have the right to cancel the contract as long as there is not a carrier assigned to pick up the vehicle yet. At the time I canceled the contract there was no carrier assigned since the one company had backed out. I am not sure how my letter to them addressing the concerns I have with their company and asking for a refund is "inappropriate" either.

There is no way I would ever recommend this company to anyone. Their customer service is horrible! You can not reach them when you want to, they just expect you to wait until they contact you. Their companies representative Terri calls you names and hangs up on you if you upset her and they do not follow through on contracts. Please save yourself a headache and DO NOT hire this company!!
Shipment Details
Origin State:
Colorado
Pickup:
Never
Destination State:
Colorado
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
41061
Quote or Order Cost:
$300

Company Response
Terri Guillott from DT Transport LLC Submitted this response.
Response Date: 8/21/2011 8:02:00 PM
Wow, what a different way of looking at events that actually happened and we are very sorry transport reviews doesn't check all information before things are posted or checked to make sure of the facts, that's really unfortunate. We are so sorry this person feels this way, it's not how things happened and unfortunately copy and pasting can make things sound and appear so different. This particular person placed an order and we promptly found a carrier. The deposit was taken only at scheduling as is our normal procedure. Unfortunately, the carrier, definitely not us, backed out on the day of pickup, which of course for those who actually know our industry, realize that we have NO control over that situation and most everyone is very sympathetic of that situation. We let this person know immediately what happened and also sent a follow up email two days later keeping them informed. The next day two carriers were found and before we could call them, this person left a message that they would find someone else by end of business that very day if we couldn't find anyone. When we called 10 minutes later, which was still in the early afternoon before end of business as they stated in their very rude message, we were informed that they had another company already even after we stated we had two carriers. When you do their work for free and they don't follow proper procedure for cancelling, it is absolutely frustrating as that same person would be frustrated as well if we had done that to them. No cancellation in writing was ever given by this person as it clearly states on the contract. It also clearly states a fee is taken when the deposit is given and the work is done, however, we did NOT take our fee, we gave a full refund, which is more than was required of us, and the refund was given within 5 minutes of the phone call telling us they were going somewhere else. It appeared by the phone messages, they were going to try and cause silliness and we do NOT participate in those types of behavior, and we moved on! Since we see what's on the load board, we certainly know who posted it and how much it was posted at and how much it did move for. We had someone for a cheaper price, but they were unwilling to listen to that fact. Thankfully in our years in this business the only complaints we have ever had are the very few who are listed here. The BBB is very helpful when it comes to these situations if help is needed. Thankfully, we have many happy customers and they choose not to take the time to post on this site nor do we push them too. We choose to spend our time helping other persons find transport, which is our mission, and will continue to do so. We are certainly sorry they chose to do as they did, but we also cannot control those things either. We certainly hope their transport worked out to suit them.