Company Response Review Report Review
Ignored Calls! 50% Price increase w/o approval

Adam Submitted this review about Reliable Car Transportation
Review made Live: 5/24/2010 2:50:00 PM
On May 12th 2010, I spoke to Jack Koontz (786-399-4466) regarding a shipping quote for my 1969 Volkswagen Karmann Ghia. It was to be transported from Colorado Springs, CO to East Wenatchee, WA and the quote I was given (Quote# 149318) was for $550 total 'door-to-door'. I was told that the price of $550 included the deposit of $200 so the amount due to the driver in cash/cashiers check/money order would be $350. I was also told that the deposit was refundable and that Reliable had refunded deposits in the past over poor reviews on http://www.transportreviews.com. I agreed to the total cost of $550 at that time, with the understanding and Reliable’s assurance that price was all inclusive and provided 'door-to-door' service. I was told to expect a fax but I had to send several messages to Jack before he actually emailed me the order form.

On 5/14/2010 I faxed in the order confirmation (order#149318-IT) and my credit card was charged 5/15/2010

Yesterday (5/21/2010) I called Reliable Car Transportation (1-800-530-2826) to inquire about the status of my order (as it had been several days) and was transferred to Regan who said he would "send out a blast-text message" to his drivers to try and have someone pick up my vehicle. He asked if I had a time frame to have the vehicle moved, I let him know that I didn't but that sooner was always better than later. He let me know that he would contact me when he had heard from a driver.

As I was at work I was unable to answer his phone call at 2:25PM PST that day so he left me a message saying that he had found a driver, who was in the area and would like to pick up the vehicle that same day and that he would email me more information with "what the driver was looking for at time of delivery."

This was a bit concerning as I had already been quoted a price of $550 but this wasn't mentioned in the phone call. The email I received has a listed price of $200 for the deposit in addition; the price of delivery is stated as $550 for a total of $750. Not the $550 that I was quoted (that was all inclusive and provided 'door-to-door' service.)

I immediately called Regan back and when I had no answer I placed another call to Reliable and sent Jack a text message asking for clarification and as of yet I have received no explanation of the $200 discrepancy. I also called Doug of (trucking company omitted) to see if he had any information and much to my surprise he had already been dispatched to my car and had picked it up and was on his way. He explained that he had been hired by Reliable Car Transportation for $550 and that was what would be due when he arrived in East Wenatchee on the 26th of May. He was very courteous and went on to explain that he had no information on the discrepancy in price and suggested I contact the broker with whom I had used.

To date, none of my calls or emails have been answered by Jack of Reliable Car Transportation and I feel I was quoted a low price to simply take my business and then when I was committed and my credit card was charged all of the sudden the price of transportation increased by $200 (re-reading the order form much of what Jack had promised me is contradicted in the fine print). The actual shipper was also dispatched without Reliable ever speaking to me for approval of the price increase (which I would not have given) and I found out he had been dispatched by Reliable and had picked up the vehicle only after I contacted him. Jack the agent I spoke with was great about answering my calls and texts prior my confronting him about the price increase, ever since my text my calls are forwarded to his voicemail and my text go unanswered.

UPDATE:

Spoke with "one of the partners" today after a 10 minute hold. When I let him know that I had been working with Jack he let me know that apparently he had been let go but didn't say why. I explained the situation to him he went on to say that when I called and talked with Regan, that he had added $100 to the price of shipping to entice more drivers and then when they did find a driver he wanted an additional $100 (now $200 more than my quoted price) and that Reliable had approved this without my consent because they had my signed order form on file.

I was pretty surprised as he seemed to feel that Reliable had no fault in this situation even thought the price of shipping was increased by almost 50. He said that since he had a signed order form that I had faxed in I really had no recourse.

At this point I requested a refund and he said if it were up to him he "would have to deny me" a refund but that he would speak with the other partners about possibly giving me a partial refund.

So the take-away from this experience is that Reliable will give you an unrealistically low quote and when you call in when theirs no activity on your quote they jack up the price without seeking (or apparently) needing your approval.

Thankfully I charged the deposit to my credit card and they were great with helping me file a chargeback against Reliable. I invite you call to check our their complaints with the Florida Better Business Bureau, you will see a pattern in the way they do business.
Shipment Details
Origin State:
Colorado
Pickup:
Late
Destination State:
Washington
Delivery:
Early
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
149318
Quote or Order Cost:
$550

Company Response
from Reliable Car Transportation Submitted this response.
Response Date: 6/30/2010 12:43:00 PM
We do take full responsibility for our employees and situations. If the customer was on hold for the lengthy call times he claims we apologize and will work harder on making the customers experience more positive with dealing with reliable. As it relates to the price increase. We are all brokers in this industry, taking the customers information and posting it on a centralized load board for trucks to call in and request their load. Its the same load board all companies use to find a truck no matter who you use. With that being said, this customer signed an agreement with us that said we will post you for the rate you would like to post for on the load board. We explain clearly we do not control the prices and nor does anyone else. If you check transport reviews for any positively rated company you will notice customers may have a hard time understanding how the industry works. We increased his price to compete with the other cars that were listed on his route. He feels we did it to simply take more money from him. This is not the case. We increased the price, as stated in his terms and conditions he signed, and began competing with the rates that were associated with his route. We apologize for the negative experience and will be giving him a full refund.