Company Response Review Report Review
DO NOT USE THIS COMPANY

Rock Submitted this review about Dependable Auto Movers
Review made Live: 7/13/2009 5:03:00 PM
I have attached the emails sent to DA during my order process. They will fully tell the story. The vehicle was never picked up and the employees at DA could not offer an explanation to me, nor did they offer to re-assign my move. I finally received a call from the driver on the day before the car was to be delivered. He claims to have been hospitalized, but while he is at fault for not communicating with DA- they are at fault for not finding a new driver after the initial one failed to return OUR many calls.

Use Able Auto Transport- -they were professional and VERY TIMELY!

Email #1
I have spoken with a few people at your office concerning my order. Unfortunately, the trucking company assigned to my move have yet to pick up my vehicle. This is a major issue, as I am leaving for Dallas on Wednesday and the car was estimated to arrive on Thursday. I am now forced to spend approximately $250 to rent a vehicle until my car arrives. I realize that your office has attempted to contact the shippers, but I am in need of a resolution today. So, I am just wondering where do we go from here? Can another company be commissioned to complete the shipment? Please help.

Email #2
I am writing to formally ask that my $145 (deposit plus fee) be returned. I have tried my best to work with your consultants to resolve the issue of my car shipment, with no success. While they have been polite, they have not been productive in providing me with a resolution. Promises to return my calls are not fulfilled, and then another day passes. As I have stated to you previously by phone and email, I am leaving later today to move to Dallas and my car has yet to be picked up. It amazes me that when I had a question about the payment to the shipping company your consultants were able to get in contact with them, but now that my order is in question there is a disconnect in communication. I am disappointed that someone could not simply say, "let's get another company to ship your vehicle," or simply "we are unable to fulfill this order." Since no one has been forthcoming with me, I am forced to spend additional money ($200) to rent a vehicle and have been left in limbo for over 6 days- time that could have been used to ship my car with another company. I expect a full refund of my deposit and applicable fees within 48 hours of receipt of this email. If this does not occur, you will be contacted by my attorney- Mr. XXXXXXX
Shipment Details
Origin State:
Indiana
Pickup:
Never
Destination State:
Texas
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
82923-xb
Quote or Order Cost:
$435

Company Response
Sarah from Dependable Auto Movers Submitted this response.
Response Date: 7/13/2009 6:34:00 PM
First off, let us say that we are very sorry for the inconvenience to our customer. Out of the thousands of vehicles that we ship every year, there are some circumstances that are just beyond our control. Our Terms & Conditions clearly state what we can do in these types of situations and what our responsibilities include. We CANNOT guarantee any specific pick up or delivery dates. It can take us up to 7 days, from your first available date, to secure a driver for you. On 7/1/09, we secured S&P Transport out of Racine, WI to move the customer’s vehicle. It was scheduled to be picked up on or about 7/2/09 (which was the first available date). When we heard from the customer, on 7/6/09, stating that she had not heard from the driver, we started calling the driver to find out what was wrong. We did have a difficult time reaching S&P Transport, from 7/6 to 7/8. On 7/8/09, the driver called to apologize, stating that he had been in the hospital, but that he was feeling better and could pick up the vehicle the next day. The customer said no. In the event that a driver cancels, due to no fault of the customer, the customer has the option to request we secure another driver, but it can take us up to 7 days from that cancellation date. Even though our Terms & Conditions state that once we have secured a driver, the deposit becomes non-refundable, we told the customer we would refund her money anyway. Her deposit was $135 and a credit has been issued to her credit card account, without the need for a threat from an attorney. Please keep in mind, that if a vehicle was made available as of 7/2 and it took us the full 7 days to secure a driver, and the transport time from IN to TX is 5 to 7 days, then the vehicle wouldn’t have been scheduled to be delivered until 7/16. This delivery date could have still been met, if the customer had chosen to let the driver pick up her vehicle. Please feel free to give us a holler, if you have any questions or concerns about this or any other transport. Thanks!!! Manager Dependable Auto Movers 877-209-8833