Company Response Review Report Review
Dishonest Company*** Please Be Aware***

Tony Submitted this review about Angels Moving Autos
Review made Live: 1/18/2011 4:20:00 AM
I contaced this company on Thurs, 10/07/10 and talked to a woman, "Sara", on the phone in regards to a vehicle transport. I told her I was looking to buy a car and asked her if there were any transport trucks available in the area for Monday, 10/11/10. She called me back within an hour and told me she found a carrier. She immediately asked me for a credit card information. I then told her I havent seen the vehicle yet so I asked her if there were any fees involved if I would to cancel on Monday. She hesitated for a second and said, "Well, we have to charge you $50 administration fee". I then agreed to it and gave her my credit card information. She told me she would email me the contract to be signed and requested to email back to her immediately. I checked my email on the same night, and read the terms/condtions on the contract. The contract #14 stated:

"If you place an order with us, you have the option to cancel any time prior to your vehicle being assigned to a transporter you will be charged a $50 administration fee, the remainder of your scheduling fee will be refunded. If your vehicle is booked on a trasporter before you fax or email your cancellation, you will lose the amount of the deposit."

I did not clearly understand about "Scheduling fee nor Deposit fee" on this section so I did not sign the contract and was planning to ask Sara on the following day, Friday, 10/08/10. On Friday morning, Sara called and told me she found a carrier. She said she charged "225.00" to my credit card. I told her she never mentioned about $225.00 charge and I did not sign the contract. The contract did NOT state anything about $225 fee nor any deposit amount. I told her she gave me a misleading information and therefore, I did not want their service. I also talked to Dina, "The Owner" to cancel the service request immediately on the phone. Her direct response to me was, "Lets just wait until Monday, Goodbye", and hung up the phone. I immediately contaced my credit company in regards to an unauthorized $225 transaction made by this company. My credit card company told me this company had already charged my account on Thursday, 10/07/10. I also emailed the company a cancellation notice on the same day and again on Monday after I received a phone message from an unrecognized phone number stating the truck had been dispatched. I never received any reponses back from them and they charged $225 on credit my card.

I contacted Better Business Bureau of Northeast California in regard to this incident and found this company to have many other contract/ servce complaints.

Angels Moving Autos had responded to my complaint stating that I used the company before and "familiar" with their policies and simply "forgot" to cancel in a "timely manner". Furthermore, they stated that the driver arrived at the location to pick up the car on Monday, 10/11/10 and I never answered his phone calls nor their emails. This was absolutely false. I never received any emails in regards to the trasnporters information nor from Angels Moving Auto except the initial contract form to be signed and returned, dated on Thursday, 10/07/10. The transporter never arrived at the location but they did call me and I told the transporter I never authorized Angels Moving Auto to transport my vehicle. I never received any calls nor emails from Angels Auto. I have used this company once few years ago along with many other transport companies in the past. All fees vary and change periodically from company to company. I always ask and confirm the fee/deposit amount over the phone along witht the contract before proceeding with a service order. I never had this kind of fee issues with any transport companies in the past. In the end, this company refused to proceed with Arbitration Process initiated by Better Business Bureau due to their lack of any supporting documents.

This Company knowingly gave me a misleading fee information of $50 on the phone and proceeded to make an unauthorized fee charge of $225 to my credit card immediately on the same day without my approval or a signed contract. They then notified me of the undisclosed fee a day after stating that the carrier was "Assigned". The contract was also misleading in a way where No "Deposit nor Scheduling fee" amounts were listed except $50 Administration Fee. This Company also knowingly failed to acknowledge my cancellation both on the phone/ emails and continued with their service by claiming that I never responded to neither her/transporter,"calls or emails". I made every attempt to terminate the order after the unauthorized fees were disclosed/charged but yet, they continued with their service in order to collect their fees.
This was a very deceptive practice by the business.
Shipment Details
Origin State:
Connecticut
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
92275
Quote or Order Cost:
$1375

Company Response
Dina from Angels Moving Autos Submitted this response.
Response Date: 1/19/2011 12:56:00 PM
Dear Tony ~ Shame on your for the not telling the truth in your review! Tony contacted our office on 09/23/2010 to set up the shipment of a vehicle. We were immediately able to set up the pick up with our carrier, Nationwide Auto Shipping. Tony explained to us that our pick up date, 09/28/2010 would be to soon and that the car would need to be picked up the first week of October. Nationwide told Tony they would have another truck in the area around 10/10/2010. We kept the order placed and scheduled with Nationwide Auto Shipping. Our office called Tony on 10/09/2010 to inform him the carrier was on schedule for a pickup the following day, we left him a voicemail with that information. Our records show that we also sent 3 scheduling notifcations reminding him of the pickup date and the preparation for payment to the carrier upon delivery. Our records also show that Sarah left a total of 5 voicemails on various dates giving Tony updates. At no time did Tony call us to cancel his order. Our carrier went to the pickup location only to find that there was not a car to be shipped. Tony has filed a complaint with the BBB and threatened us to post this review if we did not refund his money. Our office refused to give him a refund because at no time did he cancel prior to the carrier going out to pick up the vehicle. Tony has shipped with us twice in the past, we always do the same thing every time. He acted surprised that his card was charged, which is nonsense. Our rating with the BBB is an A-, Tony has false accusations regarding complaints. In 8 years of business we have shipped over 30K cars, and hold and A- rating. BBB placed this in arbitration because we do not agree, not because we do not have the necessary supporting documents. Tony wants us to pay for his inability to communicate properly. Our carrier lost 4 hours of time when he went to the location, and he also went from Connecticut to California with an empty space on his truck, this was an enclosed carrier and the loss for him was $1150.00. We compensated him with the $225.00 fee charged to Tony.