Company Response Review Report Review
No Help when needed them most

Dave Submitted this review about BT Express Auto Transport
Review made Live: 3/9/2008 2:36:00 PM
BT Auto contracted a 3rd party to pick up my vehicle. I released my vehicle to the company. My time window was 3 days. They picked up the car 5 days later (they wanted me to take the car to a terminal that was 2 hrs away, I payed for door to door service). My wife and I had already started driving to PA so it was out of our hands at this point. I received a phone call 2 weeks later saying that the driver was lost so I walked the driver through directions and had my wife meet him at a gas station. When picking up the car they stated that they needed $750 cash to release the car...I payed BT Auto the full amount with my CC already! I needed to pay with my CC for all of the moving expenses. Long story short, BT would not help me out and said that its not their problem...THEY ALREADY HAD MY MONEY! The driver would not release the car and was trying to take it to a storage lot that I was going to have to pay $75 a day until I resolved this with BT auto. I signed up for door to door and never reveived it. I ended up having to find a Bank and withdraw the money! I still have not received a compete refund from BT auto (I ended up paying in full to the driver) BT will not return any of my calls or emails.
Shipment Details
Origin State:
Washington
Pickup:
Late
Destination State:
Pennsylvania
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
0164789
Quote or Order Cost:
$900

Company Response
Jamie Wells from BT Express Auto Transport Submitted this response.
Response Date: 3/18/2008 10:32:00 AM
While we do not agree with all of the statements in this complaint, we will admit when we have made a mistake. Unfortunately, we did have issues with the carrier scheduled. We have apologized to the customer and will not be using that carrier again in the future. We have also posted a negative rating on our dispatch boards so other brokers will understand the issues involved with this particular carrier. Although we strive to provide excellent customer service, no company is perfect. The customer was never charged more than the deposit of $165, and was advised to verify this with his credit card company several times. Because the vehicle was transported, that amount was non-refundable. We did not charge the credit card for the amount of $750, and would have refunded that amount immediately if we had.