ACERTUS Delivers...Eventually.
Ken Johns
Submitted this review about
Acertus
Review made Live: 1/16/2019 4:07:00 PM
On November 30, 2018 I contracted ACERTUS (formerly McNutt Transportation and Metrogistics) to transport my vehicle from CA to NC. Almost two weeks later, on December 12, I was informed by the ACERTUS NC regional rep, that the car would be picked up that morning and was scheduled for delivery on Sunday the 16th. On the morning of the 16th, I still had not heard from the driver and, upon checking with ACERTUS, was told that the car had been delivered. I assured him it had not, and he said he would check with the driver and call back within :30. I received no follow-up call. I tried again 3 hours later, and again they were not able to contact the driver. My Sunday plans went out the window due to the botched delivery schedule. The next day I contacted the NC rep to find out what was going on. He said he would attempt to call the driver then give me a call back. After 4 hours and still no word, I called the rep again. He said he was unable to contact the driver but that their dispatch office was telling him the car was to be delivered Tuesday at 3:00. By Tuesday at noon, I had yet to hear from the driver so I called the NC rep again to confirm the 3:00 delivery. He said dispatch was still telling him the 3:00 delivery still was on. The truck never showed up, never called, and I missed 3 hours of work and my time was completely wasted. When I contacted ACERTUS to find out where my car was, they said they were showing the car had been delivered, but were not able to contact the driver. Again, I assured him that the car never showed and expressed my concern about the exact whereabouts of my vehicle, and if I was going to be seeing it any time soon. They couldn't give me an answer other than to say that "dispatch was freaking out". Not very comforting words for a customer to hear. At 2:30 the next AM, I received a text from the driver stating he was :30 away and for me to call him later in the AM to set up a time for delivery. I tried to contact him 3 times that morning with no answer. He finally called at 11, stating he over-slept his alarms. My car was finally delivered later that night. I called the ACERTUS NC rep the next day to let them know the car had been delivered, and with the intent of asking about how ACERTUS was going to make it right, as that was not the level of service I paid $1595 for. The rep brought it up before I did, apologizing for such a mess, and requested that I write a summation of what happened and send it to him so he could forward it to the people above him that could approve a full or partial refund. I sent the summary via email that same day, 12/20/18. Since that time I have not received any communication from ACERTUS. I had to call four different times to try and get information, to no avail. The last call I had was on 1/8/19, At that time the NC rep told me he would set a deadline of close of business that day to let me know something one way or another. Needless to say, I never got that call. The only good thing I can say is that I did eventually get my car in NC. However the experience with this company was extremely frustrating, given the complete lack of confidence in vehicle location, communication, and customer service. Definitely will not use or recommend them again.
