Company Response Review Report Review
Who would steal from a soldier??? This company will without a problem!!

J Kelley Submitted this review about North American Auto Transport
Review made Live: 3/14/2007 7:15:00 PM
We booked a move of our 2002 Kia Rio for Friday February 23 2007, at 1600est on the pick-up date I phoned North American Auto Transports to ask why I had not been contacted by the driver for pick up and was told that the driver was 90 miles away from my location and had other vehicles to load at a dealership and would be in contact on Saturday or early on Sunday to pick up the vehicle and it would be going directly to Oklahoma and would arrive on Tuesday or early on Wednesday.
Monday I contacted your company again to inquire why we had not been called by the driver and I was told that he would call no later than Monday and would pick up the car Tuesday he was being held up by the weather (there was no bad weather in a 90 mile radius of me). This never happened.
Tuesday my wife called and was told that the driver would call Tuesday and would pick up the vehicle on Wednesday and the car would be in Oklahoma on the weekend. I called after speaking to my wife because I wasn’t satisfied that this was going to happen after being told this several times over the past few days. I spoke with Marina and was assured that the driver was on his way that she had spoke with him and he would be calling us before 1700 hrs to set up the pick up, I asked what if he didn’t contact us she reassured me that he would. I told her that if he didn’t I would be calling her and she said that was fine. At 1715 I called and a Ryan answered the phone and told me that Marina left work a half hour prior. I told him that the driver hadn’t called he told me he looked on Mariana desk and a note said he would call by 1700 west coast time, just another stall tactic, I’m in EST and the driver should have been if he was 90 miles from me but I waited and never did get a call.
On Wednesday I contacted Mariana and told her I wanted my deposit back she couldn’t tell me where the driver was or why he didn’t call she stated that the driver call told her that he would call in 15 minutes. Why would I trust my vehicle would arrive when I couldn’t even get a straight answer to when they were going to pick up the car and the customer service office couldn’t track the truck or get him to call to set up the pick-up? I told Marina to find out where the truck was and if it was close I would still going to ship it.
After an hour I called her and she said the driver had taken a different route to pick up another vehicle and that she would have to dispatch another truck to pick up the car. The new vehicle would not be able to get the car until Friday and would deliver next week.
I feel during this entire transaction I was given the run around and have no reason to believe that it would be done correctly if I waited for another truck. If it would have been done correctly with the second truck it still would have been picked up 8 days late. Your people told me the industry standard was 3-5 days. I told her not to send a second truck I wanted a refund and I would try another company.
I was emailed forms and returned them to North American Auto Transports, I called to verify they were received and was told that if I called on Thursday the 9th I would be given the check number and a mailing date by who ever was sitting in for Marina they said she wasn’t working the day the fax was received. The reasoning behind this was that the company accountant came to the Wednesday meetings and cut the checks then. I called and once again spoke with Marina she had no idea who I spoke with but informed me that next week I would be getting an email informing me of my refund status. I asked to speak with who ever was in charge and she told me that no company leadership was in that they came to work in the afternoons sometime but I could leave a message and they would return the call(I did this several times a day and never got even one response).
She told me that they were waiting for the drivers log to determine fault in the pick up, I told her that she was the one who told me that the truck wasn’t going to be able to pick up the auto and waiting for a drivers log was a waste because he never picked up the car or even called. At this time Marina informed me that she couldn’t remember talking to me or telling me that she would have to dispatch another truck to pick up my car.
I called once again to try to speak with Tina who is the point of contact for the BBB to try to resolve this but after being told she was in by Ryan, the phone was answered by Marina telling me that she wasn’t in and again informing me that I could leave a message that wouldn’t be returned.
After typing the company name in the search engine I found several sites with reviews of transport company services that I wish I would have found before getting mixed up with this company. The only thing that this company didn’t mess up was getting the deposit from my checking account; they only take check by phone because if they took credit card companies would reverse the charges for not providing services. The company I used to ship the vehicle didn’t want a deposit they would get the money when they got the car, they did a great job and the service was fast.
I have been lied to about everything from the pickup of the auto to who is in the office to talk with so we could get this fixed and was provided no service at all, just wasted my time. Based on the other reviews I’ve read this is the normal way things are done with this company, Marina said she couldn’t remember what she told me just last week because she probably can’t keep the lies straight or which ones were told to what customer. I was just informed (14 Mar 07) that my request for refund was denied because I terminated a day prior to pick up. This is after Marina told me that it would take several days to get another truck to my location, and she can’t remember speaking to me about it. This was their was of telling me they are stealing my deposit after no service and admiting that no truck was on its was to puck up my auto.





North American Auto Transport
Toll Free: 866-760-7660, ext. 10
Fax : 516-249-0676
customercare@naatransport.com
Web: http://www.naatransport.com





Cancellation Response







Dear Mr. and Mrs. Kelley:



This is in response to your refund request on order 153391. As per our refund terms, we regret to inform you, your refund has been denied. Our processing department has gotten in touch with all drivers and has pulled together all paperwork involved to come to this decision. North American Auto Transport works within our contract terms and our refund policies reflect these.



The estimated pick up date was 2/23. As per the refund policies, the order must be cancelled at least 5 days before pick up. The policy also states that if you cancel after a carrier has been assigned, there is no refund. Our original carrier was having mechanical problems and a new carrier was reassigned 3 days after the estimated pick up date.



Our contract allows for a general 3-5 day window after scheduled pick up date. There are no guaranteed dates for pick up or delivery. As our processing department has gotten in touch with all drivers and has pulled together all paperwork involved. This order was cancelled one day before our new driver was scheduled to pick up on 3/1. North American Auto Transport does apologize for the delay with the transit. However, a cancellation fee is due to the new driver for change of route and fuel costs which is stated in our contract.







Sincerely,



Jennifer Hughes

Processing Department

UPDATE

On 12 July 2007 I was contacted by a collection company for my deposit of $150.00 plus $30 for breaking a contract with North American Auto Transports. They stated I took my deposit back, I did but they never sent a truck just kept lieing about where it was.They stated I signed a contract with them, I never did. If they have a copy provide it. They stated in the response that they work in a 3-5 day window, they were well outside of it and told us everyday for the entire time that the truck would be there the next day, it never came. Now in the companies response they stated that they considered this matter complete at the same time they told this to the BBB so if it was over why do they want my deposit money for providing no service? Now its time for legal action, I talked to JAG when it happened and they recommended that I just drop it for the amount of money involved but now it involves a credit report, not my report because I NEVER HAD A CONTRACT WITH THEM. Please, I wish I know about this website before I got tied up with these crooks but now I know and if your reading this you do to. Stay Clear its not worth your time.
Shipment Details
Origin State:
Virginia
Pickup:
Never
Destination State:
Oklahoma
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
153391
Quote or Order Cost:
$760

Company Response
Dawn from North American Auto Transport Submitted this response.
Response Date: 4/3/2007 11:42:00 AM
North American Auto Transport does not guarantee pick up or delivery dates as per our contract and website. We generally work within a 3-5 day window for delays. In this case, our original driver was held up at a few customers’ homes and had to reroute several times for deliveries and pick ups. February 28, 5 days after our scheduled pick up date, we rerouted a different driver to pick up Mr. Kelley’s car as the original truck would not be there for a few more days for mechanical problems and further delays. The new driver was picking up on Friday March 2nd and delivery would be a 2-4 days as opposed to the normal transit time of 5-7 days. We did not cancel Mr. Kelley’s order, simply tried to have a new driver pick up his vehicle as soon as possible. Similar to the airlines or other transportation, if there are delays or a flight is cancelled, the customer is then a standby and we do everything in our power to pick up the vehicle as quickly as possible. We do apologize that our driver, Jeremy did not call Mr. Kelley on the 28th to ensure pick up on March 2nd. As per our contract, if a driver is scheduled to pick up your vehicle, no refund is given. We always had a driver scheduled for Mr. Kelley, two drivers at one point to ensure the quickest pick up. We have formally informed Mr. Kelley of our refund policies and the denial of his refund. North American Auto Transport does strive for excellence in customer satisfaction. To reference Mr. Kelley’s comment about our standings at Autotransportreviews.com, we would like Mr. Kelley to understand we do not lie to customers. We have been shipping for the US Military, the Viper Club of America and mostly dealerships nationwide for the past seven years. Within the past two years we have opened to the consumer market and have shipped over 10000 cars in these years. The percentages of complaints are small; however, we do take them all seriously and try to improve our services with each complaint. We normally offer $100 off another transport or discounts to any of our affiliates for compensation of an unsatisfied customer. However, Mr. Kelley stopped payment on his deposit though he signed a contract stating he would not. Therefore we do not have any money from Mr. Kelley and consider this resolved. We apologize for any distress our delayed truck caused Mr. Kelley and look forward to improving our services.