Company Response Review Report Review
Terrible Experience!!!

Pierre Submitted this review about Trans Auto Transport FL LLC
Review made Live: 7/1/2013 2:47:00 PM
Based on reading the reviews it appeared this company had problems when they Brokered there transports to someone else. I was in the need to have two vehicles transported and signed a contract for a pick up on 6/25 or 6/26. Was contacted on 6/21 stating they might be able to pick up vehicles on Sunday but would call me back. Vehicles ready no return call to mel. I contacted them on 6/24 to confirm pick up for 6/25 or 6/26 was guaranteed pick up 6/27. Did not receive a confirmation call on 6/26 as their contract promotes so I called them on 6/28 to confirm the time. I found out at that time that my transport was subcontracted to another carrier. Joint call with all 3 parties and no one could confirm if vehicle would be picked up on Thursday, it was not! I called them on Friday 6/28 to let them know if I could not get a confirmed time I was canceling the contract. We agreed to speak at 12:30 to determine pick up for vehicles. Myself and TransAuto were on the call but no one from the subcontractor participated on the call, so I informed Transauto that i was canceling the agreement. The supervisor even told me to email customer service to inquire about my $250.00 deposit. Recieved call from subcontractor at 2:15 pm on 6/28 stating they should be able to pick up vehicles on 6/28 but couldn't confirm time, I told them contract has been canceled. Received call from Transauto 2:20 questioning why I canceled contract, which didn't make any sense. I asked Transauto what time would carrier be there if I decided to stay, he stated maybe around 6:00 pm!! At that point there was no way I could trust this company. The issue is this company promised things they never delivered on. I am sure I will not receive my deposit but at this point I am reallly not concerned. So that alone should tell you about my experience and dissatisfaction with the company. They submitted a contract to me with two potential dates which did not occur. They promised it would be on Thursday, it did not occur. They said I would receive update calls, which did not occur. Even at the very end, they still could not provide me with a definite time of pickup and to me around 6:00 is not a definite time! I'm sure they will say it was not them but the subcontractor but at the end of the day you are still responsible!!! I am glad to see others had better experiences but that was not the case for me.
Shipment Details
Origin State:
Maryland
Pickup:
Never
Destination State:
Kentucky
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
RF-8473
Quote or Order Cost:
$1050

Company Response
Alan Matos from Trans Auto Transport FL LLC Submitted this response.
Response Date: 7/26/2013 4:09:00 PM
We want to thank you for your opinion and your review and we encourage everyone to put their opinion on this site so we can be able to better ourselves as a company. I apologize for your experience and had you given us a chance to actually ship your vehicles we would've been able to show our professionalism on the road. We did contact you to find out if an early pick-up would be possible because we let you know that our truck was delayed for the original pick-up by a day or two, but we might be able to pick it up earlier. This was a fault on our end, there was some miscommunication and nobody got back to you to confirm or to let you know that it wasn't happening. When we spoke again on Monday we got everything cleared up and we did reassure you that your vehicles will still get picked-up on Thursday June 27th (our contract was for June 25th - 26th), but we let you know ahead of time so everyone has time to get their schedules together. The main thing all the agents tell the customers is that we cannot guarantee an exact time for pick-up or delivery until right before because we cannot predict traffic or bad weather. We are able to give time estimates but can't provide an exact hour until right before the pick-up or delivery. We maintained in touch with you Wednesday, and also all day Thursday and we let you know that the truck ran late and it will be Friday GUARANTEED. The reason behind your cancellation was that we failed to provide an exact hour for the pick-up and when I let you know around 6 pm, you got upset because we weren't guaranteeing the exact hour although the driver was going to call the pick-up contact prior with the exact hour. The was a miscommunication with the actual driver, and we tried to keep you updated at all times, and you spoke with the dispatcher and also the supervisor several times, even did a 3-way with the dispatcher. On Friday we let you know that it will be picked-up that day and we gave you a time frame but you kept insisting on an exact hour and we could not be able to do so. If we give an exact hour and we don't show up at that exact hour due to traffic or another delay, then we would be in the wrong, and that is why we provide estimates until the exact hour can be guaranteed. I'm sorry you had to go through this sir, but I wished you had more faith on us, and be a little more understanding when we explained that we could not guarantee an exact hour until the driver was closer to the area and knew what traffic would look like. When the supervisor and the driver gave you a call back after you cancelled, was to double check that you still did not want to have your vehicles picked-up because the driver was in the area, and due to the fact that we could not provide the exact hour, you proceeded to get upset and cancel even though we were in Maryland and it was guaranteed pick-up that late afternoon. I hope that we can have another chance in the future, and we have returning customer discounts. Thank you very much for your time and patience.