Company Response Review Report Review
VERY unsatisfied

Bruce Submitted this review about Get it Done Transportation
Review made Live: 7/6/2012 12:30:00 AM
Like many people who are looking for a company to ship their car or motorcycle cross-country, I signed up on a website to receive quotes to ship my motorcycle from a number of different companies, and one of the quotes was from Get It Done Transportation. I had just paid $17,600 for a 2004 Honda Rune with 1900 miles on it. I mention the price and milage only to indicate what pristine condition this bike is in. I was going to be very picky when it came to transporting the bike and I specifically requested an enclosed carrier. Get It Done's sales email was very compelling. They quoted a price that had "NO HIDDEN FEES" and was "All inclusive". Yet when they called to tell me when the bike would be picked up, they tried to up charge me by $125. I reminded them that their email stated that the quote was firm, at which point they backed off of the $125. The owner of the company later tried to explain the additional fee as “a choice” or “an option to get it done earlier in my pickup window.” First of all, the pickup was scheduled for the second day into the 3-day pickup window. I don’t consider that early in the pickup window. Second of all, it was not presented to me as an option or a choice. It was presented as, “I can get the bike picked up tomorrow, but it is going to cost an additional $125.” It wasn’t until I called them out on the fact that their email solicitation indicated that the quote was firm that the backed off of the up charge. They told me that they had used this carrier many times before and that they specialize in moving big, expensive bikes. They assured me that it would be transported in an enclosed carrier. I reiterated this fact several times, telling them that the bike was in show condition and that I was very concerned with how it would be transported. I told them that it had to be an enclosed carrier and that I didn't want the bike loaded and unloaded several times on it's way to me. Every time it gets moved, the chances increase that something would happen to the bike. They assured me that it was an enclosed carrier that specializes in transporting bikes and that the bike would be safe. When the carrier showed up to pick the bike up, my buddy that was holding it for me called and asked if I was sure I wanted to use this carrier. The driver showed up with a pickup truck pulling an open trailer with a car on it. He was going to mount my bike sideways behind the car and drive it the 1800 miles on the back of an open trailer. The owner of Get It Done later claimed that he was as shocked as I was. That all of the paperwork he had from the carrier stated that they were using an enclosed trailer. I’m sorry, but as a professional broker, it is the job of Get It Done to vet these carriers that they use so as to avoid these types of situations. I trusted Get It Done when they vouched for this carrier, telling me that they had used them before and that my bike was in good hands with them. Now I will take the owners word that the $125 up charge was a miscommunication and not an attempt to bait and switch me. An I do believe that he was blindsided by the carrier and it wasn’t a malicious intention to deceive me. But it is Get It Done’s job an responsibility to not be blindsided by the carrier and to protect me, Get It Done’s customer. When I called the owner of Get It Done to tell them that the carrier showed up with an open trailer and that I sent him on his way, he asked me for the day to get it sorted out. I am a reasonable person and took him at his word. He knew how anxious I was to get the bike and that I was already unhappy with the service I was getting, yet he never got back to me at the end of the day like he said he would. He just left me hanging when, against my better judgment, I gave them a second chance to "get it done". I posted all of this information in my review on Wednesday morning under the subject “Don’t use this company”. An hour or so later, I got a phone call from the owner of the company saying, “Why did you post that review. You’re acting out of emotion and you’re hurting my business. I told you I was working on it. PLEASE take the review down and give me the day to get it straightened out.” I explained to him that everything I wrote was factual. Especially after the mistakes his company had already made, he should have at least kept his word and gotten back to me by the end of the day. I explained that I am in mortgage sales for one of the largest banks in the country. If I tell a customer that I am going to get back to them by a certain time, I do it, even if it is just to tell them that I am still working on their issue but I didn’t want them to think I’d forgotten about them. I told him that I had already been more understanding than most people would have been. Most people would have fired him after the gut showed with the open trailer and not even given him the opportunity to fix it. But after a lot more pressure, I agreed to take the negative review down and give him one more day to “get it done”. I know - doing the same thing over and over and expecting different results. I must be crazy, huh?! I even gave him two more days since I couldn’t really expect him to get ahold of anyone on the Fourth of July. This morning (July 5th), I sent him a reminder that I needed a resolution by 5:30pm his time. I had already lost over a week and I had to get the process started with another broker if he was not going to “get it done”. He finally kept his word and got back to me at 5:30. Unfortunately, it was to tell me that, although he worked his tail off, he was unable to “get it done”. Again, I don’t think he made a mess out of my transaction because he is malicious. But I do think he showed a lack of professionalism and competence. In the end, I have lost over a week and I am back to square one.
Shipment Details
Origin State:
Iowa
Pickup:
Never
Destination State:
Washington
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
97210-OW
Quote or Order Cost:
$750

Company Response
David Pein from Get it Done Transportation Submitted this response.
Response Date: 8/7/2012 10:36:00 PM
First would like to apologize for any inconvenience this may have caused you Bruce, you were contracted for a enclosed trailer, I have the contract between the carrier and I showing this. It was extremely embarrassing to have them show up in a open carrier, in 15 years I NEVER had that happen before, I was a loss for words. I must make it clear we charged you NO money and were only given 24hours to get a new truck out, being 4th of July that wasnt going to be possible. With over 500 reviews on the internet you WILL NEVER find, not one complaint of a upcharge, Get it Done has NEVER upcharged a client, our integrity being family owned and operated means more then any amount of money. I hope this shows as a positive not a negative, that all of our reviews are legitimate and done out of the kindness of our customers for the GREAT service we provide. Thank you Dave Pein 954-688-9190