Company Response Review Report Review
Magic Carpet - Felicia Bond

Justin Owens Submitted this review about Magic Carpet Auto Transport
Review made Live: 11/30/2011 3:38:00 PM
This is a somewhat difficult review to write, as I experienced both friendly service and great frustration with Magic Carpet due to some unusual circumstances. To begin with, Felicia, as well as all the other folks I dealt with, were uniformly friendly and helpful. I contacted Felicia on a Friday afternoon to arrange for transport of a car I’d bought long-distance, from MI to VA, with the understanding it would be available the following Tuesday. She was extremely nice and answered all my questions, assuring me that she’d contact carriers with the price they’d quoted me ($655) and that she’d get back in touch in 2-3 days if it wasn’t accepted.

Unfortunately, Felicia had to leave the office suddenly due to unforeseen circumstances. While that’s completely understandable, there did not seem to be a system in place for letting her customers know what was going on. Therefore, I spent the entire following week trying to get in touch with her to see what the status of my account was. It wasn’t until that Friday, when I got frustrated and called the main corporate number, that I found out she hadn’t been in the office all week and my account was basically sitting untouched. The friendly woman I talked to Friday promised she’d look into it and get back to me, but she never did. I called corporate again on Saturday, only to talk to another fellow. He was also very friendly, and told me he’d call me back in an hour; of course, he didn’t. I had to call yet again that afternoon to see what was going on, when he finally told me we’d have to bump up my bid by $150 to get carriers interested. Come Monday, I called again at about 11:00 am EST (several hours after they open) to check on the status, and a fourth person told me that there was a carrier willing to take the load for an *additional* $150, or $300 over the price I was originally quoted. At this point I just needed to get my car, so I agreed. I suppose I could have waited weeks or months to see if anyone would bite on one of the lower values, but the agents told me it would be hard to get a carrier’s attention. This tells me their valuation system isn't very accurate.

To summarize - All Magic Carpet agents were friendly and helpful, although they rarely called me back when they said they would. The final price to move the car was 50 percent ($300) higher than I was originally quoted, which says to me that their pricing algorithms are out of whack or they're undervaluing quote prices. Most problematic, there did not seem to be any sort of policies directed to managing accounts when agents are out of the office. Their niceness makes me want to do business with them again, but I'd take a hard look at other companies first.
Shipment Details
Origin State:
Michigan
Pickup:
Late
Destination State:
Virginia
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1596504
Quote or Order Cost:
$960

Company Response
Terry Williams from Magic Carpet Auto Transport Submitted this response.
Response Date: 12/5/2011 1:12:00 PM
Felicia Bond Ph. 360-210-4892, 602-354-2851. Hi Justin, thank you for your feedback. It sounds you experienced a few hiccups during your last transport with us and I apologize for that. Nobody can take care of my client's like I can. I had major surgery and appreciate your flexibility in working with us. Take care. Thanks, Felicia