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Terrible communication and practices

Lucy C Submitted this review about SGT Auto Transport
Review made Live: 6/10/2023 2:14:00 AM
Terrible experience, do NOT use this company I put in an order to ship my car and had been told the car would be picked up today or tomorrow. They called me at 7 AM today. I woke up at 8 and called them back multiple times only to be put on hold for an hour each time. Then I emailed someone and spoke to an online chat agent. Both said they would have people call me back asap but no one ever did. After waiting another hour, I decided to call again and someone picked up immediately. Clearly they had people free who were just not bothering to call customers back. I was transferred and put on hold again only to be told again I'd receive a call from a different person within 10 min which I never did. Called again. Was put on hold by the person who was supposed to call me. Clearly he was also free and not bothering to call me back. I was finally transferred to the person who knew about my order. That guy also put me on hold several more times before finally answering my questions. Total, it took about 7-8 hours of waiting and calling to get a hold of anyone with useful information. It gets better. He told me that there was a driver who could've picked up my order that morning but had already left and the next available pickup date was several days later. This was infuriating because they were only arranging this pickup at the last minute, rather than ahead of time. I had even asked for an update the day prior and they had said they were "working on it." They clearly could have setup the pickup the day before but chose not to do so. No one that entire day ever bothered to apologize for the multiple delays and sounded irritated when I brought up the delays. Several of their online chat agents don't seem to speak English. One agent even gave me completely wrong information about my car just being taken away to a "company" (basically driving off) if a person wasn't there at delivery, which was extremely concerning. They are shipping my car well outside the promised shipping window and upcharging me from the quote. It's also from one large state to another and should be a relatively common route. Maybe this company was good in the past but they aren't now. Complete scam, avoid at all costs. Incompetent, dishonest, and despicable. Never in my life have I experienced such horrible service. No idea where they're getting decent reviews, probably all fake or paid off. Take your money elsewhere and avoid this headache Update: I also contacted the ceo since the company asked me to do so in their response to the review and he gave a two sentence response that didn't even include a simple sorry lol. After seeing the review they also called me immediately, which is funny given how they never called me back the entire day despite promising multiple times to do so.
Shipment Details
Origin State:
Texas
Pickup:
Late
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
161774
Quote or Order Cost:
$670

Company Response
SGT Auto Transport from SGT Auto Transport Submitted this response.
Response Date: 6/12/2023 12:48:00 PM
Dear Lucy, Thank you for graciously sharing your experience with us. We sincerely apologize for the negative encounter you had. It is truly regrettable, and we deeply apologize for the distressing situation you experienced. Your feedback holds immense value to us as it allows us to identify areas in need of improvement. We take your comments seriously, and your case will be thoroughly reviewed. Your input will be instrumental in enhancing the quality of our services. We deeply regret any inconveniences you encountered, and as a token of our apology, we have already dispatched an email to you containing a complimentary Gift Code. This code can be utilized to indulge in delightful dining experiences at local restaurants in your area. Please be aware that we are at your disposal should you require any further assistance. Do not hesitate to reach out to us. Once again, we extend our sincere apologies for any inconvenience caused. Sincerely,