Poor communication
Juliet
Submitted this review about
Freedom Auto Transport
Review made Live: 12/2/2014 5:59:00 PM
The communication prior to the payment of the deposit was excellent. Unfortunately, I had a fair amount of trouble after that. I was told that my car would be picked up on a Thursday, but I was called by Lily on Wednesday morning asking for it to be picked up that day. While this was difficult because it was very last minute, I left work early, got my car, and made sure I was at the pick up spot by the scheduled pick up time. After over an hour, I hadn't received a call from anyone. I tried calling every number available to me, but no one answered but Lily. She said she'd call the driver and give me a call back. Over an hour later, I called her again. She admitted that she'd forgotten to call me back after learning that the driver couldn't make it and had to reschedule until tomorrow morning. I found this very frustrating, as I had to completely change my plans for the evening and had now been waiting for over 2 hours. I understand that the driver was having trouble and had to reschedule, but I should have been notified of this and after learning that the driver wasn't coming, Lily failed to let me know. I asked her to call the driver again and let me know what time tomorrow morning he would be there. She said she'd call me right back, and after 20 minutes I called her again, but she didn't answer. Thankfully, the next morning, Jake was very helpful to figuring out when the driver was coming.
I tried to fax the forms to the fax number provided to me, but it would not go through. I then emailed them to Scott, but my email would not go through because it said his email inbox was full.
When my car was being dropped off, my father was there to pick it up for me. I spoke to and texted Lily about my father picking up the car and provided her with his name and phone number. But as I was trying to board an airplane, I got a call from the driver asking me to come out and get the car. He had no clue that my dad was the one picking up the car and wasn't given his phone number. I had to call my father to let him know the driver arrived. There was no communication between Lily and the driver about my father picking up the car. If I was already on board my flight and unable to answer my phone, this could have been a huge problem!
The car arrived on time, and though it was very dirty, there were no other problems. However, the poor communication made an already stressful process much more stressful. I used your company 2 years ago and the service was great. The price has gone up since then, but since I had a good experience before, I chose this company again. However, I was very disappointed this time.
