How helpful they are before you sign up – then watch out! Here was my situation. My son is a university student in Florida, and we needed to ship his vehicle to Colorado before he left school for the summer. Approximately six weeks prior to the necessary pickup date, I had two lengthy conversations with ACAM’s representative, Janelle, in which I explained that it was imperative for the vehicle to be picked up prior to my son’s departure from Florida, so that the vehicle would not be stranded there without an owner.
Since this was a major issue and not just a potential inconvenience, I asked Janelle to tell me what date I should make the vehicle available for pickup. Consequently, Janelle – ACAM’s own representative – selected the “window” for the pickup. I repeatedly asked if this was sufficient time to make certain that the vehicle would be picked up in a timely manner. She continually said it was, so I booked the contract since I assumed she was giving me accurate information. Was I ever wrong!
The week before the scheduled pickup week, I called ACAM several times, seeking reassurance that the scheduling provided sufficient time, and to suggest perhaps the dispatchers could start working on it even in advance. Again and again, I was reassured that that was not necessary and, indeed, the scheduled window was fine, because there were so many trucks leaving Florida.
The week of the scheduled pickup, I phoned virtually every day, speaking sometimes with Janelle and other times with different representatives. Over and over I was advised, in a very patronizing fashion, “Don’t worry, there’s still plenty of time.” I always repeated the urgent aspect of the situation and asked them to try to get the schedulers to expedite the pickup. They were very perturbed at my recurring calls. I even emailed the dispatch department directly but never received a reply. The day before my son was scheduled to leave Florida, I made my usual daily phone call to Janelle. I asked when a truck would be assigned. She said, “I can’t answer that question, but I’m really sorry it hasn’t been scheduled yet. My boss is out for just a little while, and when she comes back, I will tell her of the situation, and I will call you back and advise you what she said.” I told her that I was at an airport for the next hour and a half and then would be on a plane. She said, “That’s O.K. In any case, I will call and leave you a message telling you what my boss said.”
No call, no message. The following day (the day my son left Florida), I called Janelle again. Admittedly irate, I told her that I deserved some communication since she had promised to call me back. She hung up on me.
I called back a number of times and reached the supervisor, Brooke. She advised that Janelle would no longer speak with me because I had “upset” her. I replied that I was upset as well, as we had been scrambling around trying to find something to do with a basically abandoned vehicle in Florida, and THEIR COMPANY was the one who told me what date to make the vehicle available, although I could have done it far in advance of that date. I asked if she had any idea whatsoever when a truck would be assigned. Her response: “I can’t answer that question.” I asked whether a truck would be assigned in a day, a week, a month? Her response: “I can’t answer that question.” I asked what the problem was. Her response: “There are over 10,000 vehicles waiting to be picked up, and everyone uses the same truckers.” I said if everyone uses the same truckers, why then should I use America’s Choice? Her response: “Well, that’s entirely up to the customer.”
It’s now approximately one week later and still no truck scheduled; I have canceled the order and have had to make hurried alternate arrangements to leave the vehicle in Florida. Please read Mr. Joe Rabbit’s posting of 1/26/2005. I chuckled a bit at the company’s response. They claimed Mr. Rabbit exaggerated when he said he was consistently told, “I don’t know.” Apparently, they’ve changed their training because the repetitive answer I received as the days dragged on was a bit different. It was: “I can’t answer that question.” They also said Mr. Rabbit “threatened to post a bad review.” Apparently, they don’t believe a story like his or mine deserves anything but a glowing recommendation. I will certainly be interested to see what kind of yarn they spin to respond to this review. Also read Sue Schmidt’s posting of 5/2/2005, which has not yet received a company reply. Finally, pay particular attention to America’s Choice Auto Mover’s snide response to James Robinson’s posting of 1/5/2005. This is the tone in which they communicate to you when they cannot provide you with service. Also, with respect to their assertion to Mr. Robinson that they have excellent reviews here, click on “How Reliable Are the Reviews” at this site and read Auto-Transport-Reviews admonition to be wary of companies who have only good reviews posted here.
A word to the wise: if “everyone uses the same truckers,” make sure you deal with a company who has the ability to get those truckers to work for them! So, take the company’s own advice: the customer should use his or her discretion to decide which company to deal with. I would pick one that can actually arrange to have vehicles picked up and delivered. Better yet, find some alternate way of getting your vehicle moved.
This was an absolutely horrendous experience. I would not have expended the energy to write this if the cost in time and money had not been superseded by the extreme aggravation of the process.
