Company Response Review Report Review
Company confirmed order but did not notify me at the driver canceled

KNguyen Submitted this review about Magic Carpet Auto Transport
Review made Live: 11/12/2013 12:43:00 PM
rder #1003760 confirmed on 8/4/13 for $900.00 for vehicle transport from VA to TX with the earliest date available of 8/23/13 and latest possible pick up of 8/31/13.

I emailed and spoke w/ Doug Whatford on several occasions regarding my pickup, as I was flying out of VA to TX for my final move. Each time, Doug reassured me that he will contact me when they secure a driver, as most drivers won't agree to pickups until the week before. He explained how the central dispatch worked.

On 8/28, I called Doug and he confirmed that there was a driver. He stated that he would be in touch with the details.

On 8/30, Doug had not reached out and the driver actually cancelled. Doug failed to reach out and notify me yet again. We still had not yet secured a driver and thus, we canceled my order as I needed to make other arrangements to drive or ship my vehicle. The following is my email to Doug on 8/30:

Doug,

Thank you for your followup on the cancellation. Last week you stated that there was a carrier, but there were 6 negative reviews in the past month or some other recent time frame. It was stated that your company only does business with other companies who excel in their services, thus the carrier was declined. I reached out to you again this past Wed to which you confirmed that another carrier would pick up the transport for an additional $150 - increasing the total from $900 to $1050, to which I agreed. I called you back this morning around 930am EST as I had not heard from you. At this time, you notified me that the carrier confirmed but then backed out. Since Magic Carpet was having a difficult time securing a carrier, I asked to cancel the reservation (as per your email today)......

9/4: I still had not received a call/email from Doug. I emailed him again.

9/4: He responded: I was away for the holiday in a different state. I just returned and sorry for the inconvenience. I have not seen any new activity on this move for over the weekend.

- - -
In the above email, you can plainly see Doug's indifference to delivering even satisfactory customer service. Not only was his response delayed, but it did not address my inquiry for confirmation nor did it acknowledge it. In fact, he did the opposite, stating there there was no new activity. That is obvious, since we canceled the order.

Throughout the process, Doug provided poor customer service, unsatisfactory follow-up, and failed to set up a driver for my vehicle.
Shipment Details
Origin State:
Virginia
Pickup:
Not Provided
Destination State:
Texas
Delivery:
Not Provided
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1003760
Quote or Order Cost:
$1050

Company Response
Terry Williams from Magic Carpet Auto Transport Submitted this response.
Response Date: 11/12/2013 4:15:00 PM
KNguyen, im sorry you had a bad experience. i work hard to keep in touch with all my people. ill will use this as a learning experience so that it NEVER happens again. thank you for my lesson in humility. sincerely!