Worst company I have ever dealt with
Jenn
Submitted this review about
Golden Gate Transporter
Review made Live: 7/31/2020 1:59:00 PM
DO NOT USE.
My boyfriend is finishing up a military service & needed to have his truck shipped home before he left. He called beginning of July & booked GG to ship his pick-up for July 29, a week before he left. GG agreed to his request & had him sign an agreement/leave a $100 deposit. Unfortunately & I will admit this outright, we made the mistake of not paying enough attention to the contract. To GG, this would later justify their horrendous treatment. My BF sent emails weeks weeks before asking for info on the dispatcher. Kevin from GG answered he would receive more info as the date got closer. Five days before the ship date we still had no info. Kevin answered our 2nd email saying we would receive info on 27 or 28. Both days came & went without a word from GG. Wed morning, we frantically scrambled to contact anybody from GG. My BF called early in the morning - GG answered & said they would call later with the dispatcher info. Hours went by. We both texted and called GG many times. My messages with them were confusing (attached below). Someone texted twice saying "please wait for Kevin to respond" only for Kevin to tell me he l sent us an email (never received one). It was finally at this point Kevin admitted the carrier was not in our area yet & he was waiting for the carrier to come. Only took weeks of asking and 1/2 the day the truck was supposed to ship to finally learn this (we'be never shipped a vehicle before & were not expecting this much difficulty). We received no further communication from Kevin or his team for the rest of the day. At this point, we began searching for a different company. The complete lack of any initiative/communication was offputting to say the least & we did not trust GG to ship the truck any longer. When my BF got into contact with a different company we learned the truck, due to be shipped the 29th if that hasn't been clear, was not even LISTED TO BE SHIPPED UNTIL JULY 30TH. Kevin completely lied to us. The new company explained more to us about the process of shipping automobiles & what to expect in one phone call than GG did in an entire month. We were finished. My BF texted Kevin telling him to cancel the order & that we would not be going with their service any more. Kevin, after months of leading us on & never reaching out instantly responded to this message quoting the contract my boyfriend signed when he booked the company. I'm glad he had no time to answer his customers' genuine questions & concerns, but more than enough time to instantly cite the contract when we threatened to cancel. Absolutely pathetic. As I mentioned, we will completely take the fault for not reading over the contract carefully. The part Kevin cited at us stated that "while every effort will be made to meet the customers requested scheduling, no guarantee of pick-up or delivery date can be made". Even though we did not see this in the contract & that's on us, at no point did Kevin or anyone from Golden Gate ever even insinuate that the arranged date might not be the actual ship date, or that it might be delayed in any way. Our constant messages continuously stated we needed the truck shipped out the 29th. No one ever thought to correct us or inform us otherwise In my own messages with them, I stated several times to let us know if they could not ship the truck out that day and we would take our business elsewhere. No reply. A reputable company should warn their customers of this upfront, & ensure they have complete understanding of the process. The sentence following that one stated "delays may occur due to carrier schedules, mechanical failure, inclement weather, & unforeseen circumstances". Does not putting the bid for the truck up until a day past the arranged date count as unforeseen circumstances? Our new friend from the new company tried hard to assist us, but explained at this point GG would match any bid he made and only continue to up the price. He was helpless unless they removed the listing & agreed that it seemed we had been scammed. We have now ended up paying some family friends to fly out and drive the truck home instead. This entire situation, something we anticipated being a smooth transaction & easy handoff, has only caused us intense frustration and anxiety. We have disputed the deposit and are hoping to receive our $100 back from our bank since GG has not provided a single ounce of service for us. While they may respond to my review and try to claim they can't be held accountable for customers who don't fully read the contract, they can 100% be held accountable for their shit customer service, complete absence of communication, & not putting the truck up until a day after the agreed upon date. Every response we have ever received from them was only received after we had reached out first - & even then, every response on their end was half-assed.
My favorite part of this whole story is their website says that "97% of their customers refer them to others". LMFAO. What an absolute joke.
