Company Response Review Report Review
Vehicle transport issues

Jeffrey Nielsen Submitted this review about AmeriFreight Car Shipping
Review made Live: 3/23/2023 5:49:00 PM
Rosie did a great job coordinating the transfer and getting the paperwork complete. However the coordination of the actual pickup and drop off were a disaster. I Understand the driver controls the situation, but by contract, my only contact must be Rosie or the contract is void. Since the pickup and drop off were scheduled for Sunday and Saturday, the lack of communication over the weekend was deafening. I had no idea if the driver was even going to show up over the weekend. I didn’t understand I had to call the main office until after I waited for a response from Rosie. By that time the main office was closed for the remainder of the weekend. I left a message with the main office, but never got a reply. I could not contact Rosie until Monday, and when I did, she said she would contact the driver and get back to me. Which she didn’t do because the driver didn’t get back to her. The least she could have done was to let me know the driver was not responding to her, that is just a simple courtesy. But instead, again dead silence. Even the driver who was supposed to give me 2 hours notice called and said he would be there for the pick-up in 20 minutes. When confronted with my concerns, she immediately said it wasn't her fault, she had no control over the driver. I responded that it was the poor communication setting up a pick-up and drop-off time and lack of communication over the weekend I was upset with. Not knowing what was going on at all, was extremely frustrating. Her response "I had the weekend off. I clocked out Friday at 6pm. The main office could have been reached until 9pm EST and Saturday from 9am-6pm EST. I cannot provide any updates if I haven't been updated myself and if I am off work." Obviously customer service has a different meaning in this industry. No support on Sunday at all for Sunday and Monday events seems a bit short sighted. When my customers have problems on the weekend, I make sure I support them, even if I am off. I MUST by contract only go through Rosie or my contract is void. I am not allowed to make any arrangements with the driver directly, or again my contract is void. Thus she needed to be responsible and responsive to the customer. If that means over the weekend, so be it. I was really concerned that she did not apologized for her poor communication AT ALL. She apologize three times for the driver but she never took responsibility. She is the coordinator! She is the customer point of contact! She is the one who should know what's going on and keep the customer informed! Obviously, she doesn't believe this to be true.
Shipment Details
Origin:
Burnsville, Minnesota 55337
Pickup:
Late
Destination:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
11162371
Quote or Order Cost:
$1575

Company Response
AmeriFreight from AmeriFreight Car Shipping Submitted this response.
Response Date: 3/27/2023 1:14:00 PM
Thank you for your feedback. We would like to talk to you either by phone at (678) 821-2653 or email at r.jernigan@amerifreight.net so that we may assist you with this matter.