Poor Customer Service & Poor Communication
Larry Kanefsky
Submitted this review about
M2Reeves LLC
Review made Live: 6/17/2009 2:02:00 PM
I was recommended M2Reeves. I had also called a few other Car shipping services to just find out how good of a deal M2Reeves offered me initially. They beat out their competetors by $50-$100.00 at first consultation. When I made my reservation with M2Reeves it was at the end of April of 2009 for a P/U date starting between May 23rd-May 29th of 2009. The Pickup was for Arizona & drop off state was Virginia. The price I got quoted initially was $699.00 and I was told that it could go up about $50-$100.00 because I was a month away from my car being picked-up and prices were subject to change.
They gave me 7-10 day window of P/U, which I stated above (7 days from the 23-29th of May).
They followed that up by saying to me that they cannot gaurantee P/U time or Delivery time. If you use any of these car shipping places, they will all tell you that they cannot or will not guarantee P/U or Delivery time. But M2Reeves told me I should not have a problem because I was schedueling this a month out and had plenty of time to find a driver. I was also told if I wanted to guarantee the time of P/U & Delivery I could pay an upcharge of $250.00; which I decided not to do initially.
I felt very uneasy about my reservation w/M2Reeves, but I took the gamble because all of the other car shippers had the same set of rules. M2Reeves told me to call back on the 20th of May to confirm my reservation. I called back on the 19th of May to check on my order and they told me everything was fine. Well the 23rd of May came along and no word was to be heard. I waited every day until the 27th of May to call and find out what was going on with my car reservation?
So I called, and I was told the reason my car had not been P/U was because the rates had changed and no driver was going to P/U my car for $699.00. It was now going to cost me $899.00 if I wanted to wait another 7-10 days for P/U? I was furious because they could have mentioned this to me on the phone when I called in on the 19th of May, just a week earlier to check on my reservation! I would like to add that the girl I spoke to, who took my order, became very rude with me when I got upset and treated me like it was my fault for being the customer!
I have worked in retail management for 10 plus years and there is one golden rule and that is, "The customer is always right!" No matter what I heard or didn't hear, am I paying customer and was treated very rude and very poor!! I'll explain more at the end.
Then they followed it up with telling me I could get it expedited for an additional $250.00; which meant that someone would call me to P/U my car in 24-48 hrs. So now I had to pay anadditional $450.00 on top of the original $699.00. I felt like I was being very taken advantage of because I was leaving to move across the country in 2 days and really could not look at any different avenues to go down at that point. I tried, but those avenues turned out to be more money than the total of $1149.00. I did get a call from a California driver who came and P/U my car on the evening of the 28th of May; which was only after I agreed to pay the extra money because I had really no other options. I had called that same day (the 28th) to M2Reeves to speak to a Manager about how I was treated. The man answered the phone, who was also rude to me as well, claimed that I had a hearing problem because he said, "People hear what they want to hear." Well I have been trained musically by ear for the last 25 years. My hearing is very well thank you. That aside, he said he would talk to his employee about my poor service and miscommunication and call me back aby the end of the day. He also said to me that he did not take well to customers being treated poorly! He never called me back, in fact, I had to call him back on Monday June 1st to follow up on this matter. When I called him again, it was like he had no recollection of ever speaking to me in the first place! It was like that every time I talked to him. I had to keep repeating who I was and what my order # was. It was very frustraiting!
Another miscommunication I was not informed of by M2Reeves was that the Delivery Driver gets paid by C.O.D. I had a hard time getting cash in some place that did not have a branch of my bank. I found this out the night before my car was to be delivered! NICE! It was a real hassel to withdraw twice at 2 different ATM's to get $500.00 each time and be charged a service charge of $5.00 for each ATM! After this was done the Manager of M2Reeves told me to call him back once I had got the car and everything was ok. So I got my car later Tuesday night and called him the next morning (Weds. June 3rd.). The reason he told me to call him was he said, he would get me some money back for my ordeal. I call him, and he said how does $50.00 sound...I said fine. He then said, go to this review website and write me a 5 Star Review and I will send you a check for $50.00 once I have seen you have written/posted the review. I said ok and hung up the phone. This is what I thought to myself...
You have to be kidding me right??? You want me to write M2Reeves a great review for jerking me around, delivering terrible customer service (even by the Manager) & stressing me out to no end for $50.00 hush money not to slam you & this company on the internet!?!?!?! Did I get that right? I think so...
So I called Mitch the Manager back and I said my integrity & my honesty is not worth your $50.00, I am not writing you any kind of glowing 5 Star review! I am also insulted that you tried to buy me off like that! He then said, is this your address where I can send the check to? I said yes it was. Never got any check in the mail back from M2Reeves. This was such a terrible experience, that not only will I never use this company again, but I would also never recommend you to an Enemy of mine!
At the very least, I should have got the $450.00 upcharge back for all of my headaches! That would have been the right thing to do. I understand that times are very difficult right now, but that doesn't mean people should take advantage of other people! That just isn't good business! These people do not have any kind of Business Ethics nor should they be in business when they treat customers like dirt! I always love paying to be treated poorly commerce!
The thing to take away here, is that there are 3 sides to every story. M2Reeves has their side of it and then the Wall has another side of it. I tried to be as accurate as possible to what really happened and not embelish! The bottom line here is that I as the customer was treated very poorly and the communication was terrible on the part of M2Reeves. In short, next time I will drive to my destination myself!
