SPEND THE EXTRA BUCKS TO ELIMINATE HEAD ACHES POOR CUSTOMER SERVICE,AND DISHONESTY!!!!!!
Jonathan
Submitted this review about
A-A Auto Transport
Review made Live: 12/20/2007 7:13:00 PM
I had just moved to Hawaii at the end of November of 2007 as we all know, moves are a big pain in the @$$. However I thought moving to Hawaii was all worth it up until yesterday.
I heard that Hawaii had a great bus service here. I thought I would not need my car as soon I got here because the bus service great. but when I got here the bus service was not what I pictured it to be. To make the long story short I absolutely needed my car shipped over. So I got a friend from California to ship my car over for me.I then started my search for affordable company's to ship my car,and I stumbled across this site AA-transport on a Google search. I called the number in the site and the customer service rep told me what I wanted to hear, shipment would take 5 to 7 days price was under $1000.00 good reliable service and a ship leaves Wednesdays and Fridays customer service rep named Jamie told me that the ship leaves for Hawaii from Richmond California. I thought to myself that was great! so I them back when I workout when my car could be dropped off in the mean time she was going to send me a contract for me to fill out and send back to them. a couple of days later which was 1:00pm Hawaii time and 4:00pm pacific time I called and a Jamie answered my call I asked her "what do I need to do to be able to make the Wednesday ship for my car to get here?" she said you have 15 minutes to get that contract faxed over here to get a booking # to be able to make the Wednesday boat "15 minutes I replied?" "I thought you closed at 5? she said well I'm leaving in half hour. Since I don't have a printer or fax I had to bike to the nearest net cafe' across town in the pooring rain. There were massive storms going on in Hawaii at the time. So after jumping through hoop s,going to net cafe' no power I finally found a printing shop who could go online print up my contact and fax it over, I called them to let them know that the fax was on its way and a guy with an English accent answered because Jamie had left for the weekend, I asked if I would be able to make the Wednesday boat and he said as long as the contract is in, in 5 minutes then it should not be a problem I that, the time was now 2:15pm Hawaii time I called again and a person named Debra answered and told me they received the fax and that she was going to send the request right away and as long as I have my booking # then I should make the boat. Debra had told me the drop off cut off time would be 3:00pm Tuesday Dec 11,2007. I thought that was enough time to get my car here before Christmas. GREAT!!!
Next day my buddy who dropped off my car e-mailed me an invoice stating estimated day of delivery to Honolulu will be December 24th. I thought a little loner then 7 days but thats alright I guess. A few days go buy and I'm expecting my car to leave the Doc Dec 12,2007 like I was was told so I called to make sure departure date for my car was on time, a male answered and I inquired about my shipment, and the gentleman told me the car is still awaiting departure due to the fact that there was not enough on the vessel to depart at that time next departure date was Dec 14,2007 scheduled arrival is Dec 24,2007. "thats fine it would make a great Christmas present" I said. we both chuckled. so still waiting for my car I carried on.
So yesterday which was the 19th of December 2007 I decided to find out the status of my shipment Debra answered and much to my surprise my car was till on the doc in Richmond California awaiting to board the vessel on Friday Dec 21,2007. and scheduled to arrive in Honolulu on Dec 31,2007 I just about lost it at that point. I had asked her why this happened, I lost my temper I did curse, with reason!!!. 5 to 7 days turned int a month with no calls to inform me that I'll be waiting a month. for my car!!! she rudely gave me Matsons shipping company's # and told me to inquire from them what happened. I got a hold of them and they were great, they told me that cars were loaded on a first come first serve basis, I told her that AA-transport told me that there was not enough on the vessel for Wednesday the 12th so it was waiting to leave Friday 14th. shouldn't it have gone out the 14th at least? I asked The rep from Matsons told me there are no vessels that leave Wednesdays from Richmond to Hawaii. So it was revealed to me that AA-transport employees were talking out of their *&%.
So I called back and asked to speak to the Manager. it turns out Debra is the Manager and I explained that I was misinformed and trying to find out what they can do to keep me happy as a customer. I was thinking maybe she would offer a discount, reimbursement t of some sort something,something!!!, but instead she said "there's no guarantee hon and nobody in this company ever told you there was a vassal leaving Wednesdays and she had stated that all I wanted to do was argue. at that point I was fuming I angrily said so are you calling me a lier either that or I'm delusional and I imagined the all the information about a vassal leaving Wednesday and that I imagined the call I made on the on Dec,12 2007 asking if my car was on its way and the gentleman telling me that the vessel was not full capacity so it was awaiting for its departure for Friday. is that what you are saying is that I'm delusional and that I'm a liar?" she responded "call it what what ever you like I cant do anything for you."
It looks as though Debra the Facilities Manager as well as her team needs to go through a customer service seminar on how to treat customers with respect, how under promise and over deliver,and learn to go above and beyond customer expectations. My image of the company is not that of an image of a professional people, but that some trashy substance abusers who works out of their garage or back yard. This is Because it seems nobody knows what they are doing and they do not care about the image of the business if I was the production manager or V.P of operations investigate the business practices of the San Diego AA-transport location.
