Company Response Review Report Review
Late delivery/pick-up, Unsatisfactory service

AD Submitted this review about M2Reeves LLC
Review made Live: 8/25/2010 6:29:00 PM
I am going to try to give the most honest review I can. I was having my car shipped from New York to Illinois and it was very important for me to have it delivered to Illinois by a particular date. I asked my customer service rep how I can MAKE SURE that the car is delivered on time and was told that it must be ready a considerable amount of time before my desired delivery date. I wanted the car delivered by August 19th, so she ensured me that if I had it ready by August 5th, it would "100% certainly be delivered on time" (her exact words). Yes, I realize this service cannot be guaranteed, but the representative assured me over and over that the delivery would be on time. Fast forward to August 5th when I called to check on the delivery. I was told that there would be no way that the car could be picked up so early, and that the EARLIEST it would be picked up would be August 14th. OK...so I figured I didn't need to have the car ready until August 14th. I then got a call on August 12th saying that the driver was ready to pick up the car. Well, since I had been told that the earliest pick up would the the 14th, I did not have the car ready on the 12th, so long story short - the car did not get picked up on the 12th. Then the company told me the car would be picked up on the 16th...didn't happen. I was then told the 17th...guess what? didn't happen. My car was not picked up until the night of the 19th. This was actually the day that I had requested the car to be DELIVERED! I ended up having to rent a car at the destination. Needless to say, I was upset.

As for customer service - there were many representatives I communicated with. All except one (Katie) were unknowledgeable, unprofessional, and overall unhelpful. One rep assured me that she would try to fix my order. After not hearing from her for a few hours, I called her to ask about my order. Her words "oh crap! I totally forgot. I didn't even get to take my break, and I totally forgot to do this." She never got back to me about the order. Very unprofessional. Another rep (the one who wanted all my information for the security deposit) had no idea about the details of my order, and therefore could not help me get it on time, but was very eager to make sure she got my security deposit. Katie was helpful. She put me on a three-way call with the carrier and actually scolded him for not returning my phone calls. However, unfortunately, I was EXTREMELY disappointed with the overall service of the company. I will DEFINITELY NOT not use them again or recommend them.
Shipment Details
Origin State:
New York
Pickup:
Late
Destination State:
Illinois
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
884174
Quote or Order Cost:
$562

Company Response
Mitch Reeves from M2Reeves LLC Submitted this response.
Response Date: 8/26/2010 12:56:00 PM
Larry picked our rockbottom rate with no guarantee of pickup or delivery day. He knew it was being sent bulk rate with 9 other families car's on board so he could not pick the schedule. This option works for those that want the cheapest rate and that are NOT in a hurry. Larry knew we could provide guaranteed pickup dates for an additonal fee and choose not to. We are a broker and do not own the trucks. We arrange transportation. Our job is to report the current schedule and status to the customer. Our outstanding record speaks for itself.