Customer Service made this way more difficult of a task than it needed to be.
Rob
Submitted this review about
Freedom Auto Transport
Review made Live: 8/30/2024 8:04:00 AM
One of the worst customer service experiences I’ve ever dealt with. My girlfriend fills out a quote online and sends it to me while im at work. Price looks okay, I fill out my information with my phone number. Next day, they call my girlfriend 5, yes 5! times while she’s in a meeting to confirm the pickup and never once called me, the number they have on file for the pickup.
Whatever, no big deal, I call them the next day and they say they cancelled the pickup for Sunday because they couldn’t get ahold of anyone. Annoying but again, no big deal, we reschedule for Thursday which was my next day off. I pay the deposit over the phone which was already sketchy but whatever, and explicitly ask at that time if the rest would be taken off my card day of to which was confirmed.
It gets to be around noon Thursday and I hear radio silence from this place, no one saying they’re leaving, no one confirming anything. I call freedom and they sound genuinely alarmed that I hadn’t heard from THEIR delivery guy. Freedom hangs up with me and calls me back 10 minutes later saying their delivery guy should call me. He does, says he can’t make Thursday work and asks if he can grab it at 6 in the morning on Friday. Super convenient.
It’s now Friday morning, the gentleman comes to my house, nice guy, and we’re chopping it up while he loads up my car. He mentions to me “so the rest is going to be in cash on delivery right?” Uhh… no? So, startled, I tell him the information given to me and thus begins a 5 minute figure-out-session on how I am going to get this company’s privately contracted talent paid. Very sick.
He tells me to call freedom, which I do, and they have one of their higher ups call me named Jacob. One of the rudest gentlemen I’ve ever encountered in customer service. Cuts me off the first moment he can to tell me I agreed to doing cash on delivery and there’s nothing he can do. I’ve searched every text and email i got from them, not like there was much more than the confirmation, and not once did I ever say I’d pay cash on delivery. That makes no sense, I won’t even be where it’s going to be delivered?
I don’t know if this is being ran out of a shed in the yard of a trailer park in rural Florida but I wouldn’t use these guys again for anything. Extremely unprofessional, extremely poor management and it seems like a strong lack of communication between everyone on their team, especially the incompetent management to their independent drivers. Wishing everyone a better experience than I had, especially with a different towing company
