charged additional money charged that was not authorized
Sabine
Submitted this review about
Red Carpet Auto Transport Inc.
Review made Live: 9/30/2012 4:12:00 PM
John, the agent assigned to my case at RedCarpet transport broker, was personable, courteous and helpful during the course of the quote, order and shipment. I'd flown cross country to be on hand for the car pick up, and the number we'd been provided for the transport carrier turned out to be an office number, only available M-F; we had no way of reaching the driver as pick up was scheduled for a weekend, which turned out to include an unexpected snow storm. Unfortunate luck- we moved on, car was picked up, but we didn't find that out until Monday.
My original ‘all inclusive’ quote for shipping was $1182 - and I was asked last minute to pay an additional $55 to ensure a pick up of my car on the date I had requested – that was a mild irritation, but because of the last minute nature of the order, it was acceptable and agreed to, although my suspicion was peaked, as I had read reviews when researching transport companies of the practice some companies have of charging last minute additions in costs.
Once the car was delivered to its destination via transport carrier, correspondence from RedCarpet, which had been very forthcoming previously, dried up and would require a reminder to respond. I wrote asking how to file a claim for damage that occurred during the transport and then asking how to resolve a letter from the PA turnpike with a fine for not paying the toll the driver of the transport truck evidently skipped paying (the quote from RedCarpet states it is all inclusive, which should mean tolls are paid for in the quote). I did receive information after some time from John regarding those questions (although, I had to handle on my own); however, I had written multiple times asking to verify the balance of what I owed and what would appear on my credit card after I had paid the car delivery person the bulk of payment in cash. I never received a reply to those questions, and when my credit card was billed in excess of the amount I owed, emails again were unanswered; only upon promise of charge dispute with my credit card company, did I receive a response the situation would be escalated to Johns supervisor (I am still unsure of a business model where "Regional Manager" has to escalate to their "Supervisor")
I gave a deadline that I would be disputing the charge on a given day, and the "Supervisor" Ashley, finally wrote me an email, defending John’s customer service level and said there was nothing she could do for me. This was unfortunately, not the reason for my complaint/inquiries, it was about the difference between what I was quoted and what I was billed. Subsequent emails requesting to explain the additional charges resulted in a reply that showed an obvious lack of regard for customer service or professionalism to then be followed by no responses at all. In follow up, I spoke with yet another representative who advised John was no longer with the company, and we ascertained that the invoice I was to have received at the very beginning of our transactions, which would have indicated the broker fees and would have had disclosure of costs, was never sent to me. Even with this information, Red Carpet did not offer a refund of the difference.
