Company Response Review Report Review
Horrible correspondence

James Submitted this review about Ship a Car Direct
Review made Live: 5/5/2017 10:42:00 AM
Stefan provided horrible customer service. He sent me emails to confirm my pickup and let me know that my card for deposit didn't go through. I had forgotten I had canceled that credit card so I called and left him a voicemail to change it and find out the exact day of pickup so I could make sure that was okay with the car dealership. The very next morning at 4,5 and 6am he sent me more emails. My phone call wasn't returned at all. Does he expect anyone to be awake answering emails that early? The last email said "I can see that you've received out correspondence. Do you have any intention of moving forward? If I don't hear from you shortly, i'll cancel the order." That's all it said and at 6am no less. Upon waking up at 7 I called and left him a voicemail stating I did intend to move forward and I have a card for deposit and to please call me. No call. At 7:12 I get another email canceling my order. All I needed to know was the date the carrier planned to pick up my vehicle so I could ok that with the dealership and to change my form of payment for deposit. After leaving a message with his coworker Stefan finally called me back and said he hadn't gone through his voicemail. Don't you think maybe you should do that before you cancel someones pickup? There are three voicemails in there from me. When I finally spoke with them he demanded a deposit without even wanting to tell me the exact day for pickup so I could confirm that with the dealership. Everyone has bad days. But if you don't want to provide even decent customer service you're in the wrong line of work. This company has lost my business forever and will never get a referral from me. I do ship many vehicles and have gotten much better customer service from other companies. If you want a deposit maybe you should return peoples phone calls. Stefan said he tried to get ahold of me several times. I left three voicemails for him. Not once did he call me back. If you're trying to get a hold of someone automated emails usually aren't the best way.
Shipment Details
Origin:
Cincinnati, Ohio
Pickup:
Never
Destination:
Washington
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
566556
Quote or Order Cost:
$1395

Company Response
Michael Strickland from Ship a Car Direct Submitted this response.
Response Date: 5/8/2017 6:34:00 PM
Our apologies you were not happy with our service. We looked up our phone records and found that after Stefan tried reaching you by phone, email, and text, you did leave two voicemails, one at 8 pm EST after hours and one more first thing in the morning. Stefan called you back in less than 15 minutes after receiving those voicemails. We tried to inform you that we can not hold the spot on the carriers truck without a deposit, which is what is agreed to when placing your order. We had to un-dispatch and cancel with that carrier after they waited for too long in order to confirm pick up and a new card for the deposit. After refusing to give a new card for the deposit and using profanity, we had to cancel your order. We are glad to hear that you have had success shipping cars with other companies and we hope you continue to do so. Best of luck to you on future moves.