Company Response Review Report Review
Very dishonest and unprofessional- very bad people

Lea Submitted this review about BWT Group LLC DBA MoveWheels.com
Review made Live: 8/4/2016 1:45:00 PM
There should be an option to give a negative number of stars.

This was the worst experience in moving. It caused me so much stress to ship my car from VA to AZ. My agent was Ara Panosian. He sent in a quote which was, of course, the lowest we received. So, we decided to go with Movewheels. Set a pick-up date on Tuesday and I emphasized several times that it needed to be in the morning of the following Tuesday. When I received the contract in the email, the pick-up date was printed as Monday. Called and got it changed- I emphasized again on the phone about the morning pick-up time. I signed the contract and was told that somebody will call in a couple of days about the pick-up.

Friday came along and nobody contacted me. So, I texted asking if I'd be hearing about the pick-up. No response. I thought, perhaps they'd contact me on Monday. And, of course, I was not correct. I texted and called several times. After the long effort, I finally talked to Ara. He confirmed that the pick-up was on the next day (Tuesday) from 5-7 PM. I said, NO! We already had this conversation multiple times about the morning pick-up time. He said, he remembered that I had been asking for morning time and he made the correction (so he claimed). He told me somebody from dispatch will call tomorrow (Tuesday) to inform me when somebody was on the way to get the car.

Tuesday came, nobody called or showed up in the morning for the pick-up time 10-12. I called multiple times to Ara's direct number, and no response. I called to the company's main line, talked to Alex who checked the order and said that the pick-up time on the record was 5-7 PM. I said NO! and explained that I have communicated that with Ara so many times because I was flying Tuesday afternoon to leave the state. He said he'd check on something and call me back. An hour later, no call back from him. So I called and got Alex again. At this point, it was already 1 PM and I was leaving at 3:30 for the airport. Alex asked me if I could have somebody to stay with the car. I gave my friend's information to Alex who assured me that somebody would come between 5-7 PM. When I checked later that night how the pick up went, my friend said nobody came nor contacted him. I was, of course, very upset. I immediately sent an email to Ara expressing my frustration and stress.

Wednesday morning, Ara called saying that the driver canceled because he received a better offer to ship another car. How was I not notified right away on the day the pick-up was scheduled? Furthermore, he informed me that if I still wanted to ship the car, it would cost me an extra $400. So, what was the contract for? If I canceled the shipment, I would be charged a fee. But what about when they canceled the shipment? They seemed to not even be responsible to notify you.

I will never use them again. Instead of compensating me for the horrible experience, they wanted to extort more money.

So, STAY AWAY FROM USING THIS COMPANY!!!
Shipment Details
Origin State:
Virginia
Pickup:
Never
Destination State:
Arizona
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
111177
Quote or Order Cost:
$975

Company Response
Linda Ross from BWT Group LLC DBA MoveWheels.com Submitted this response.
Response Date: 8/10/2016 3:27:00 PM
Dear Lea, we apologise for inconveniences, we never meant to offend you. We are not interested in messing up your time, but sometimes drivers come late on the pick-up and delivery location due to unexpected circumstances. Your manager Ara tried to find a driver that would suit your time, but unfortunately there were no drivers exactly for Tuesday morning. When Ara received any information from the carrier company, he transferred it to you. The only reason he didn't pick up the phone could be that he was at the dispatch department, trying to assign suitable carrier for you.