DO NOT DO NOT DO NOT USE THEM!!!!! FRAUDS!
Phillip Bryant
Submitted this review about
National Auto Transport Inc.
Review made Live: 6/27/2008 9:32:00 PM
Original set up with Alex May at ex 2220
Set up for pick up on Monday or Tuesday, 6/2-6/3. Was told that I would receive a phone call the night before AND the morning of to confirm the pick up.
On Sunday 6/1, I faxed in the consent for Authorization to Alex. I called later that night and left a message for Alex asking that he call me back to confirm that the authorization had been received. In addition to that, I requested that Alex call me to set up a payment in full on the credit card as the authorization said that payment at pick up was in cash, check or money order only.
On Monday afternoon, I attempted to contact Alex again, but received a message stating that his "voicemail was unavailable at the moment". This message stayed on his voicemail throughout Monday. I also tried to connect to customer service, but the line only rang repeatedly with no answer. After serveral attempts to connect to customer service, I got a message that they were closed.
I woke up and called the offices on Tuesday morning at 6am PST. Again, I got a message that Alex's voicemail was unavailable. I connected with customer service and spoke to a rep. He told me that he saw an order in the system for a pick up on Tuesday (6/3) between the hours of 5p-7p. I also told him that I needed to pay the balance in full with the credit card and he checked and told me that the company did accept credit card payments and that I would need to "square away" with them. He said he would give them a call as soon as they opened up (as they are also on the west coast) and that he would have them call me to handle the payment as well as confirm the pick up time.
At 1pm PST on Tuesday (6/3) I called again. I left a message for Alex as his voicemail was available again. I also sent him an email. When I had not heard from him at 1:30pm, I called back and spoke to Customer Service Rep "Louis" at ext 2202. I told him that I had not received the call and he put me on hold to call the transport company. He came back to tell me that the transport company had "Dropped the ball" and that they would not be able to pick up the car. He said that he was going to have to reschedule with another carrier and that they would not be able to pick up the car until Friday. He then asked what my situation was regarding leaving town and I told him I was departing on Wednesday morning, as the car pick up was supposed to be guaranteed by Tuesday and was the last thing on my list.
He asked if I could have someone else release the car or have it picked up at another address by another person. I told him that I would have to make some calls to see. He said that they would credit 50% of my deposit ($100) back to the card b/c of the mess up and that they would also upgrade me to "priority shipping" which guarantees delivery in 3 days. He apologized for the issue and was very helpful. He provided his direct extension so I could call him back without having to deal with the extremely long wait time.
I was able to get a friend to do the release of the car for me at my address. Louis took his name and number and told me that the pick up was GUARANTEED on Friday. He said he could not provide an exact time, but said "tell your friend to go about his day as usual, the driver will give him at least an hours notice before he needs to be there to meet him to release the car."
At the end of the conversation, I requested an email from Louis stating that the Friday pick up was guaranteed as well as confirmation that I would get a $100 credit onto my card. He said he was sending the request to billing and that I would get the email confirmation within 24 hours.
Thursday June 5, 2008- called Louis at ex 2002 at 11am PST. Let message for him with my name and contact info and told him that I needed to speak with him regarding the person who was going to be meeting the driver to release my car. I asked him to call me back, he did not.
Friday, June 6th, 2008- Called Louis at 7amPST. This time, he picked up. I told him who I was and gave him the reference number for the job. I started by asking him if the pick up was definitely confirmed for TODAY. He said it was. I then told him that I needed to change the name and phone number for the person releasing the car. He said that he wasn't sure if he could get that info to the driver because the driver was "already on his rounds", but said he would try to call them. I told him that I had left a voicemail the previous day to try to make the changes 24 hours in advance but was not called back. He put me on hold and came back on the line a few minutes later to tell me that the office wasn't open yet, but that he had left a voicemail with the dispatcher and that they would be able to get the new info to the driver. I again asked him if he was certain that it was taken care of as I would be on the road during the day and he assured me that it was.
I then told him that I had not received the email that he had promised detailing the confirmation of the pick up on Friday, the 50% refund of the deposit as well as the upgrade to the "express shipping" with 3 day guarantee delivery time. He then told me that he "isn't the one who decides about the refund and that he can't guarantee it will be 50% that he just 'tossed that out there' so not to quote him on it." then he said that it is "not 3 day, it's 4 business days and I didn't say 3 days." I told him that he shouldn't "toss out" refund quotes if he isn't able to approve them and stated that he had, in fact, offered a 3 day guarantee delivery.
He began to argue and I cut him off, stating that I just needed to know when the car was going to arrive. He stated "in 4 business days". I asked him to clarify and asked him for a date of arrival. He again said "in 4 business days". I asked him what are considered "business days" and asked if they count weekends. He said "not Sundays. The drivers don't drive on Sundays." So i said "Saturday, Monday, Tuesday, Wednesday-XXXso it should be there by Wednesday?" Louis responded "Yes."
I then again reminded him that I needed to pay for the service in full using a credit card and asked him if the new transporter was aware of this and if it was possible to pay using the card. He said that it "Shouldn't be a problem". I asked if he was certain and he said "I can give them a call later in the day to let them know and they'll call you back to set it up". I then expressed my concern that I was not getting call backs when promised, citing my unreturned voicemail from the previous day. Louis then raised his voice and said "That is what the courtesy credit is for!" I explained to him that the courtesy credit was ACTUALLY for not picking up the car when it was originally scheduled. I then told him that my concern was that I did not feel that his company was providing good service to me and I wanted to speak to a supervisor. He then said "you're speaking to one!" and I asked if he spoke to all of his customers the way he was speaking to me. He asked "how exactly am I speaking to you?" and I cited his raised voice and tone. He said he had no tone and that he was using his regular voice.
I then inquired if I could have the number for the company that was picking up my car so I could call myself to make arrangements. He said that he "couldn't give me that info". I then asked when I could expect a call from them and he said that he "couldn't give me a guarantee on when they might call." I asked if that meant he couldn't give me a time today and he said "It means I can't tell you when they will call you." I then asked again when I could expect to see the refund for the deposit and he stated that he "has no control over that and the car has to be 'in transport' before it can even be submitted to billing".
He then stated "is there anything else I can help you with?" in a very sarcastic toneXXX and I stated "no, not at this time" and we ended the call.
Guess what? They didn't pick up the car on Friday either. I called Friday night and Saturday and left messages. I called on Monday and suddenly discovered that as soon as I entered the que to hold for customer service the phone would begin to ring and no one would pick up. I once let the phone ring for over 5 minutes. I left numerous messages for both Alex and Louis. I sent emails to Alex. NO RESPONSE.
TWO WEEKS LATER, MANY MESSAGES LATER and still no response. So, I reported them to the BBB as well as placing a dispute with my credit card company. As soon as the BBB issued the complaint, National Auto Transport started calling the family member who was releasing the car in San Diego saying that they needed to pick up the car. Well, they couldn't because I had already gone with another company by that point.
After the BBB filed the complaint, I received a call from "LISA" who said she was with the customer service department. I told her that I didn't want to continue any relationship with them and that the car had been shipped by a competitor. I explained that any further interaction with her company and myself needed to go through the BBB or my credit card company. She said "Good luck, I've got a contract-XXXyou're not getting your money back. I'll deal with the merchant, but I have a contract!"
I explained that her contract was to find someone to pick up my car, which they didn't do.
THe company has since refused to refund my deposit, telling the BBB that b/c I didn't cancel with them within 7 days of the original pickup that they "did their job". I booked with them on a Thursday and they scheduled the pick up for the following Tuesday. There was no hope to cancel to begin with! Plus, I don't believe that they made ANY attempt to find a carrier for my car. These guys are in it only to get the $200 deposit. They pull a bait and switch type thing where they get the money, fail to pick up, schedule again, fail again. They stretch it out so that you break their "7 day window" and then claim that they've done their best.
I am still fighting this company almost a full MONTH after the original pick up date. They are SO polite and SO helpful at first, but as soon as they have your money, forget it. They could care less what is going on with you! The BBB rates them with an "A" which I don't get. They failed in every single aspect of this transaction.
If you have $200 that you just want to throw away, sent it to me instead of this sham company--
