Company Response Review Report Review
Completely unreliable

Ana Galan Submitted this review about Trusty Transport
Review made Live: 8/24/2017 8:51:00 AM
This company is completely unreliable and never got the job done. See by yourself. Here is my email exchange with Robert/Robbie Anderson, his empty promises, and the end result: they never picked up my car after all kinds of fake reassurances.

JULY 6th my questions and not-so-trusty-Robbie's answers:
* Please confirm that the price is $1,197 and there will be no other charges at all. I wouldn't want to find a surprise fee down the road.
It is as the quote states. All inclusive.
* Can you send me a copy of the contract that I'd have to sign?It is included in the Place Order link.
* Can we pay via credit card once we receive the car in San Diego? No, drivers accept cashiers check, money order or cash at delivery.
* How long will it take for the car to get to San Diego from the day is picked up?6 to 8 days.
* Can you guarantee that you will find a carrier to pick up the car any day between July 17th and 24th? Yes
* Will I be able to track or contact the carrier on its way?You will have his cell #.
* You mentioned that most companies are brokers, implying that you're not. Are you not a broker?**Correct

JULY 20th: FROM ME: Hi Robert (or is it Robbie?) It's been 5 days from my first available pick up date and we haven't heard from any drivers. Can you guarantee that someone will pick up the car by or before the 24th? We really don't want to get into a situation where the last available date arrives and we have no carrier.

ANSWER FROM NOT-SO-TRUSTY ROBBIE: We will get it done.

JULY 24th: FROM ME: Robert I need answers. This is not a professional way to treat a customer. If you can't fulfill your promises you need to let me know right away.

ANSWER FROM NOT-SO-TRUSTY ROBBIE: The answer is that we have been offering it out to every carrier/driver in the entire industry who runs NY/NJ/PA to the west coast for $1150 driver pay. Which after overhead is a profit of $5. We are trying everything possible. There is so much freight going to Los Angeles that drivers are choosy. They can get a car instead of a larger minivan and go to Los Angeles instead of having to go down to San Diego. I do not have a solution for you yet.

MY RESPONSE: IF I found a way to pick up the minivan in Los Angeles, * What would be the TOTAL cost? * Can we request the delivery ONLY during the weekend? * Would it be picked up THIS WEEK? This would be a big hassle for us and would cost us time and money getting to LA.

NOT-SO-TRUSTY ROBBIE: It is only $50 cheaper so it doesn't sound like it would be worth your time. I can not control the delivery date. Too many variables.

MY RESPONSE: At this point, I don't have any warranty from you that the car will be picked up this week, and I'm not seeing that many options left.

NOT-SO-TRUSTY ROBBIE: We can offer it out for a higher number as further incentive to the drivers if you want.

MY RESPONSE: No. I don't want that. I took your word and multiple reassurances that this would be done for that amount within the time frame I requested. So much for trusting your word...

JULY 27th: Car still in NY. No more answers from Not-So-Trusty Robbie. I arranged to have my son handle it in NY because I had to travel. Gave Trusty until August 3rd to pick up the car.

August 3rd came and still no answers. Car was never picked up. I canceled the order, and still no reply. THIS WAS A HUGE INCONVENIENCE for my family.

COMPLETELY UNRELIABLE COMPANY. NEVER AGAIN
Shipment Details
Origin:
Larchmont, New York 10538
Pickup:
Never
Destination:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
60496
Quote or Order Cost:
$1197

Company Response
Robbie from Trusty Transport Submitted this response.
Response Date: 9/11/2017 9:39:00 PM
This move was for a high top cargo van. We did not have a truck in that route. We got permission from the customer to try and broker it out. We did so at a $5 profit. We were willing to basically work for free to honor our commitment. There was so much freight in that shipping lane that not one driver in the entire industry would take it. They wanted smaller vehicles. We offered to offer it out at a higher driver pay. Again with us making zero. Work for free. The customer declined that. There was nothing we or anybody else could do.