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Absolutely Avoid This Company – Unprofessional and Unreliable Service

Breona Carter Submitted this review about American Auto Shipping
Review made Live: 8/26/2024 2:11:00 PM
My experience with this company was nothing short of dreadful. I booked their standard service for my car to be picked up between July 29th and August 1st, and I strongly urge others to avoid this company at all costs. Throughout the process, I had to make multiple calls to get any sort of update on my vehicle, and the responses I received were consistently vague and unsatisfactory. The company claimed they were “bidding higher” to have my car picked up or cited a range of ambiguous reasons for the delay. Meanwhile, I had relocated from California to Miami to start a new job, and I desperately needed my car. Despite my efforts to remain patient, the lack of communication and accountability was deeply frustrating. Getting in touch with someone at the company was a challenge in itself. When I did manage to speak to Kourtney, her attitude was unprofessional from the start, making each conversation more difficult than it needed to be. In contrast, Alyssa was courteous and empathetic, doing her best to address my concerns, for which I am grateful. The most egregious part of my experience, however, was dealing with Jerry. He was consistently hostile and aggressive, culminating in a conversation where he yelled at me, despite my calm and reasonable requests for an update. My fiancé, who was also on the call, witnessed Jerry's unprofessional and inappropriate behavior. At one point, Jerry made an extremely offensive comment, implying that he was "working for free" in a manner that was not only inappropriate but also racially insensitive. This level of disrespect and lack of professionalism is utterly unacceptable. When I asked if the company could accommodate me in any way, considering the extreme inconvenience I was facing after 2.5 weeks without my car, Jerry’s response was to either issue a refund or suggest that I pay more to upgrade the shipment. His attitude throughout the interaction was hostile, and when I requested a refund, he handled the situation with a complete lack of respect, even going so far as to lie about his name. This company operates with a disturbing lack of professionalism and accountability. While I was initially swayed by the positive reviews, my experience was nothing like what was advertised. I strongly advise anyone considering their services to read the negative reviews carefully and proceed with extreme caution. Any company that responds to customer complaints by deflecting blame and treating clients with disdain is not one you want to do business with.
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Company Response
Mark from American Auto Shipping Submitted this response.
Response Date: 8/30/2024 7:41:00 PM
Thank you for your feedback, Breana. We are sorry to hear about your experience. Our company works with estimated pickup time frames, not guaranteed ones. We understand that time is valuable and we aim to avoid causing delays and inconveniences associated with that. In order to prevent any further delays in the shipment, our team came up with and presented an alternative option to expedite the vehicle's shipping process. We apologize that our service left you feeling this way. Customer satisfaction is of utmost importance to our company, and we will review the conversation between you and the agent to ensure that proper protocols were followed. Once again, we sincerely apologize for the experience and the way it made you feel. This is not the kind of experience we strive to provide, and we will use your feedback to identify areas where we can improve the quality of our services.