Long story short, these guys are great on the phone and try and find you the best deal, but if anything goes wrong (like in our case, the driver they found for damaged our car costing thousands of dollars in repairs and lied about it), they aren't around to help you fix it. Below is a letter I wrote to the Vice President when, after going through all this, she sent me an email offer for a big discount sale they were having:
Thanks for the offer Shelia, but unfortunately, we will be unable to accept it, nor will we be using your services again in the future.
When looking to transport our car from Savannah, GA to Berkeley, CA, last summer, your company had some of the highest reviews on the market and I felt confident in using your services. However, during the move, our car became damaged, due to gross negligence by one of your contractors, and worse yet, they took took every opportunity to hide these damages from us by dropping the car off 2 days early before we could arrive and inspect it and telling us that 'the car is cool man.' To date, we have still not received any word from their insurance company about the status of our claim. That was over six months ago.
When I called to inform your company about the situation, and to ask what recourse we had, you guys were very apologetic but told me I'd have to go through their insurance company. No follow up call, no other advise, nothing.
While I know, at the end of the day, it is the liability of the contractor and their insurance company, your were representing them when you booked us and took your commission, and therefore, in the end, the responsibility also lies with you.
Hopefully, this unfortunate situation will allow you to rethink your policies and how you pick your contractors in the future.
