Reply from ABC Car ShippingMar 16, 2023
Dear Terry,
We are sorry to hear that you weren’t satisfied with your transportation, however, after reviewing your complaint we found it to contain some incorrect and misleading information. We consider ourselves to be a customer-oriented company who always strives to accommodate your needs to the fullest extent, and we train our staff accordingly. I believe that this is very reflective in how your agent handled the unexpected cancelation of the initial driver. We hope you understand that the carrier company transporting your vehicle is an independent contractor and we have no control over their business operations. Therefore, the initial cancelation was as unexpected for us as it was for you. Knowing that you have limited pick up availability, your agent did his best to find you not only the most convenient option (pick up was the same day), but also the most reasonably priced, considering that the average market price on this route was very much above $900 that you paid. Nevertheless, we completely understand that paying a higher amount is not something a customer would want to do. That is why, according to our records, your agent managed to reduce the price by finding and providing the carrier with another vehicle to transport on your route. Moreover, we provided you with an extra discount for your inconvenience that reduced the total price further. Please, also note that nobody was forcing you to go with the new driver. Your agent only provided you with the best option we had at that moment and you had every right to decline it.
Another thing we wanted to address is that every statement from the dispatcher of the carrier company that you claim they made is far from actual truth. As you probably remember, our manager contacted you regarding this situation and explained in detail that we had proof, including, but not limited to, Dispatch Sheet signed by Carrier, text messages with the Carrier, etc., that prove it was the carrier company who overpromised and then delayed your transportation . Your agent, therefore, should not be held responsible for the delay and “over-promising” as he was told by the dispatcher that the delivery will be on Monday.
Moreover, we reached out to the Carrier and they claim they never told you any of what you mentioned in your review. As mentioned above, we have supporting documentation, text messages (SMS) and other proof.
Being a customer-oriented company, your satisfaction is our ultimate objective and number one priority. As detailed above, your agent did his absolute best getting your vehicle transported in a timely and safely manner. Please feel free to reach out to us with any questions.