Company Response Review Report Review
customer service

Chris Lesnick Submitted this review about Magic Carpet Auto Transport
Review made Live: 7/16/2010 1:03:00 AM
Magic Carpet at first seemed very friendly and professional. However, we discovered the customer service dropped off as the days progressed. First, they were unable to work with a 3-day window for pick-up, despite booking at least 45 days in advance. We had to make arrangements to get it picked up early, an inconvenience I didn't think we had to go through.
Follow-up from the agent was difficult, and despite repeated requests to contact my wife, they repeatedly called me. It wasn't even my car! I wouldn't complain but my availability was much different than my wife's. The customer service agent took her info 2-3 times, and still never called her first.
We didn't get notified the car had arrived until at least 4 days after the arrival in port.

Finally, despite getting one order # throughout the process, the number that Matson had at the arrival port was not in the system.

In the end, somewhat frustrating experience from such a highly rated company.

On the positive side, the delivery was very quick (14 days) from the East coast to Hawaii, and there were no damages to the car.
Shipment Details
Origin State:
New Jersey
Pickup:
Early
Destination State:
Hawaii
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1317749
Quote or Order Cost:
$2000

Company Response
Terry Williams from Magic Carpet Auto Transport Submitted this response.
Response Date: 7/17/2010 2:41:00 PM
Chris, I am sorry that you feel badly about your transport. I do have in my notes that you were contacted about pickup and the arrangement for that when i called you did not seem to be a big deal to you as these HI orders take a lot of preparation and strategy to make happen when a truck is involved as well as the arrangement for pickup by you. I did see in our notes that you were communicated with on this order as you were the one who placed it and the one who appeared to want contact on this. I remember talking to you on July 7th along with the manager to show you how to track your vehicle on the website for the vessel. You were also made aware at that time when the vehicle would be ready for pickup at the port. My call was a courtesy call and follow up to make sure you picked it up. I am sorry that you feel you did not receive the customer service you wanted. It is satisfying to know that you did receive the vehicle in such a timely fashion and the transport with both carriers went so wonderful!! Thanks for your business. Michelle