I was shipping a car for the 1st time. I searched a few sites for the lowest price, but it never occured to me that I should check out the service/customer feedbcak too: I never expected scammers like this to expect in this country. My contact-person was Les (extension 105 as per his e-mail). Like the previous reviews mention, the order processing for the deposit was instantaneous.
For that, he e-mailed me the form to fill and fax back to him on August 21. This was where I made my 1st mistake: when I asked him about when they would pick up my car, the impression that I got was that they would do so in 72 hours. It was only after around two weeks when I was frustrated with the whole thing that I read the fine print which said that they can actually take 3 weeks: they later said that it is the deposit processing which takes about 72 hours. NOTE: why would anyone in his right mind be asking them again and again initially about when his payment would be processed, instead of asking them when his car would be picked up?
NOTE also that these people NEVER called back for the hundreds of phone calls and voice messages that I left for them, even towards the end of the 21-day period (when I could cancel the contract as per my agreement) when I left them voice messages on every extension detailing my complaint, and when I finally faxed them on Friday 19 (a couple of days later) my letter cancelling my contract. This was around when I noticed this transportreviews website and realised I may have been duped.
NOTE also that I do not know if the woman in customer service who picks up the phone is one or two women, one seems to be named something like Tulisia, and the other just hangs up if I even ask her name (these could possibly be same person).
Once when I spoke to Fonzi (name sounds like that: the extension is 111, or press 3 when you call) , and he said that my call/order would be processed in the order in which it was received. NOTE: When I replied to him that 21 days is a long time to pick up a car, and that it is their responsibility to ensure that they call me back by the end of the day by ensuring that they should have enough staff, he couldn't say anything to that: actually, forget same day, they NEVER called me back.
Suddenly, immediately after I faxed my document, I could reach them (they still didn't call me back) and they told me that the order cancellation has been processed, and that it takes 5 business days to reach me ( I still justifiably couldn't trust them), which on later calls became 5-7 business days. Today was the 7th business day, and to make sure that they do not misunderstand me, I called in the morning and talked to this woman (asking her name was useless by this point, I figured), and she said that the "person who can access the order information is not here right now". I asked her to make this person called me back soon, and she agreed. Later in the afternoon, I e-mailed Les, telling him that I will file the claim dispute with my mileage plus credit card company if I do not get a response by today evening, and he never responded, so I feel compelled to post this review besides filing up the card company forms and dashing it off to them tomorrow morning with the required proofs on e-mails, documents, fax transmission verification reports etc. etc. I even called them a couple hours ago, pressing 1, and that person said I should dial either 106, or 111 to find out, and that there is somebody handling customer service to which he is transfering to, but it went to voicemail.
In the meantime, I have actually given my order to another company, and they picked up my car, and it is reaching me tonight! What a world of difference.
I agree with Jeff (refer review before me) that we should co-ordinate. Here are some tips for what I'm doing (or already have done) and could help others, I'm sure others before me have already done most of this:
1. Contact your credit card company to dispute the charge.
2. File with the Better Business Bureau.
3. Contact the Attorney General's office, send Reliable a letter of intent (civil action)
4. Contact the local TV network (e.g., WPTV). You can e-mail me asking specifically which person to contact, and I can give you her name.
5. If you have friends near Tamarac, Florida, now is the time to request them to do a physical visit to these people.
6. Start recording conversations with Reliable.
Good luck, friends! I know that these people behave like corporations, and could be feeling over-confident, but this is the age of resurgent public opinion, as you have seen recently with the economy. Reliable doesn't know what it is soon going to face...
