NEW Updated Review
L Moyer
Submitted this review about
Door to Door Transport
Review made Live: 4/27/2011 8:30:00 PM
UPDATED review – in light of some recent communication with Door to Door Transport, I felt it important to post an updated review and include some additional information for those reviewing this company.
What reviewers need to keep in mind when writing their reviews is whom they are actually reviewing; i.e. Door to Door Transport and not the driver/carrier of their vehicles. If you will review Door to Door’s customer feedback, most have had excellent experiences with the drivers. Those reviews are testaments to the professionalism and high quality of the drivers that pick up the vehicles. I, too, had an AWESOME driver who actually picked up our car a day early and delivered 2 days earlier than promised! He kept in constant contact and was very professional! He went way and above what he was required to do for us and it was greatly appreciated ! Thanks JEFF from Armstrong Relocation!
As for my dealings specifically with Door to Door Transport – it was very brief.
• 1st contact: Called to set up a pick up/delivery; spoke to Kelly. We got through part of the order and he put me on hold and came back and said he would have to switch me to someone else so he could handle the incoming calls. Not a big deal, but, it's always nice to stay with the same person, especially since you don't want to start your entire conversation/order over again .
• Placed my order; was told that my credit card would not be charged until a driver was assigned. Once a driver was assigned, Door to Door Transport would contact me with the driver's name, contact information, insurance/bond information, etc. My order was placed and I was told I would receive a contract shortly and all I needed to do was reply to the contract/email and that would be my agreement to the terms.
• 2nd and last contact: Received contract in email within 5 minutes of placing order. I replied and accepted the terms. I also asked that Door to Door Transport acknowledge receipt of my contract agreement (so I could be assured my contract was received and accepted; as we all know things can get lost or misrouted in cyberspace). I did NOT receive a receipt acknowledgement.
• The next day I noticed my credit card had been charged so I shot Kelly an email asking for the driver information. I did NOT receive a reply email with the driver information. NOTE – to this day, I have not received any form of communication from Door to Door Transport related to my order. Luckily, I had an awesome driver and he contacted me right away and gave me all of his info!
• Posted my 1st review on Transport Reviews on 4/26. On 4/26 I received an email from Transport Reviews stating that my review had been removed from the site because “The reason for removal is that Door to Door Transport is unable to locate your order and has no way of proving that you are a customer of theirs.” In the review process I had to list my name (the same name in which the order was under; the identifying quote; and the date/location the vehicle was picked up and delivered). My order was less than 7 days old and, even with all of the above identifying information, Door to Door Transport stated they were unable to locate my order. I submitted the required documentation to prove I was, in fact, a customer, and my review was re-instated.
• I received an email from Door to Door Transport questioning my review. They apologized for transferring my call to a 2nd person (didn’t get the person right; stated it was their mother when, in fact, they transferred me to a brother); said driver information is sent out automatically and because a driver picked up my order so quickly, the information didn’t arrive as quickly as I might have liked (automatic driver information was never received); and lastly, I was told, “You made it look like you booked a order we charged and never spoke again. I spoke with and updated many times with this order and also gave you the driver info. Thats fine I disagree with your review and no we did everything we said we would do at the price we said we would do it.”
There is nothing more that I can do except to state the facts and let potential customers know of the potential issues with this company. To dispute what was stated in the company’s last email, they NEVER ‘spoke with and updated many times’ and they did not send out the driver information. They spoke to me directly 1x when I called and placed my order; and indirectly 1x when they emailed me the contract. That was the end of our communication. They 1) failed to reply to 2 important emails I sent and 2) did not send me the driver information they said they are required to supply.
In Door to Door Transport’s online reply to my review, they state they are blessed to be a company that is so busy. I applaud their success, but, it should not be about quantity but quality. It is not customer friendly to cater to the supposed mass of customers calling, only to ignore the customer that has already placed an order and paid a deposit. They are transporting vehicles; important and expensive pieces of property for most of us. If they are unable to provide customers the peace of mind that they are reputable (by keeping in contact with their customers) and reliable (by providing the documentation they are required to), they should not be in this business. Door to Door Transport spent a great deal of time today responding to my emails in regard to my review, yet, they were unable to take 10 seconds to send out a “Got your contract” email and “Here is the driver information” email during our initial contact. This is all that would have been needed for me to feel as though they cared about me, the customer and to earn a 5 star rating.
I was going to leave my initial review, however, when the company replied with their last comment and outright misrepresented the facts of what happened, the sheer dishonesty concerned me and I felt a new review was necessary.
