Avoid at all costs
Lou
Submitted this review about
DIY Transport Inc.
Review made Live: 5/1/2018 11:34:00 PM
Where do I begin? Yes it was that bad! Having shipped vehicles 8 times before this, with other companies, and not having any issues whatsoever paying with a credit card, this was a COMPLETE nightmare! I called and spoke to Brandon (who was very nice at the time) on a Wednesday in mid April regarding the need to have my vehicle transported from Florida to Maine the following week. He told me that transporting it to RI or Boston, would be much cheaper, and seeing that I was stopping in RI anyway, I agreed. I then asked him if they accepted credit cards. His response was: "Yes we do, however some drivers will charge a surcharge to do so." I asked him how much that was, and don't remember exactly the amount, but it was acceptable so I agreed. I also mentioned that we would be paying for the transport on the pick up end, because the car would be arriving ahead of us and was being delivered to a friend's house. I was told that this would also not be a problem, and I didn't anticipate one, because I've never had one with the previous 8 transports. So I restated everything to be sure it was clear: I was paying with a credit card, I was paying on pick up, and the car needed to be delivered Thursday or Friday morning. He assured me that there would be no issues, I agreed, provided all of the information, including cc number (family member paid for it and he was made aware), and secured my reservation. I was also told that they had a 5 day window to schedule said delivery, and I was ok with that. So Thursday, Friday, Saturday, & Sunday go by, and I don't hear anything from them, so Monday morning I decided to call to ask what was going on. At this time, I was informed by Brandon that they did in fact have a truck driver, however, the truck driver did not accept credit cards. He also told me that Saturday and Sunday do not count for the five days. So moving right along, I said to him, "I specifically asked you if you accepted credit cards, and you said yes, but that some drivers charge a surcharge." His response, "Not all truck drivers accept them." At this point I'm already frustrated because I hadn't heard from them in four days, and after telling me they do accept credit cards with a surcharge, they're now telling me that this particular driver doesn't accept them at all, and that my options would be to wait for another truck driver, so my car might not get delivered for Lord knows how long, or pay cash or debit. Mind you this is 3-4 days before the car needs to be delivered. Again I told him that I was not paying with cash or debit, because I had done some research before I began shipping my vehicles years ago, and several companies I worked with actually recommended that I always pay with a credit card. That way, in case something happens, I have something to fall back on. At this point he said that he would get someone in the office to call me regarding the payment. Later in the day, a woman by the name of Cheyenne called me to discuss my payment options. She told me that I would need to fill out a credit card authorization form, and send it back to them. This was due to the fact that the truck driver did not accept credit cards at all, and the company would have to charge the credit card, and then pay him with a check. She conveniently forgot to tell me that there was a $100 charge for doing that, I found out after opening the email. I'm not really sure how it costs $100 to write a check, but at this point I'm pressed for time, so I wait for the email. I received the email and it was asking for driver's license number, credit card number, and of course signature. I spoke to Brandon again later that day, and explained to him that the family member that was paying was away on vacation and I didn't have their information, and certainly couldn't sign for them. He again referred me to Cheyenne. Before I finished my conversation with him, I asked him several questions: Why did you not tell me that some truck drivers don't accept credit cards at all? Why was this credit card authorization form not brought to my attention when I made my reservation, if you knew that it may be required? and Why would you wait 3 to 4 days before my vehicle needed to be delivered to tell me all this? Finally his true colors came out, and with an attitude, he said to me, "I'm trying to help you. I'm doing you a favor. If you want to cancel it we can cancel it right now." I've yet to discover exactly what favor he was doing me. Doing me a favor would've been maybe giving me a discount for my troubles, or charging my credit card without having to fill out forms that were never brought to my attention at the start, that would be doing me a favor. After all this, I was so disgusted with him and this company. How dare someone say to a customer that they're doing them a favor. NO, what you did was fix your mistake. If you would have communicated the proper information to me from the start, none of this would've occurred, so now you had to please the customer in the hopes that they would give you a 5 star review, wishful thinking on your part, that way other potential customers would see that the company is a huge problem solver, which they're not, and use them for their transport needs. So no you didn't do me any favors sir! So now we move on to speaking with Cheyenne again, who told me that it didn't matter who signed the cc authorization form. She called me back within a few minutes of saying that, and said that it actually had to be the person that was paying for it that needed to fill it out and sign it. I again explained to her that the person wasn't here and I wasn't sure if I would be able to get the information because that particular person was in Puerto Rico, and their communications system is still not 100% due to last September's hurricane. Thankfully, I was able to get a hold of them and get the required information, which I emailed over. I'm now pressed for time, and stressing out about the vehicle being delivered on time, so I'm at their mercy and deal with their attitudes, just because I needed my vehicle delivered on time and in one piece. On Tuesday morning, I get a call from the truck driver (Cargo King out of Washington State) saying that he is on his way to pick up the vehicle. He was very professional, friendly, & knowledgeable. He made sure that I had his phone number and called me several times from the road to let me know exactly where he was and gave me estimates on arrival time. My vehicle was delivered on Friday, without incident. As far as the actual transport goes, I was extremely happy with him, and have booked him for my next transport. Moving right along to the following Monday (no, unfortunately it doesn't end at delivery), I get a text message stating that the CC authorization form was filled out, but not signed. So I signed it and emailed it back. Over the next couple of days, I received numerous calls and text messages requesting that I send the authorization form to them. I explained to them that I had sent it, but I would fax it to them if that was better. So I printed it out, and faxed it. The next day, I again get numerous text messages and voicemails requesting that I send it. Now I'm livid! I've had my car for almost a week, sent in all the required paperwork, got confirmation that it was received via fax and email, and here they are still constantly calling or texting me about not having received the form that was sent, I believe, three or four times. I let them know that this was ridiculous and that I had sent it over, and wasn't going to send it over anymore as I had confirmation that it was received every single time. Several minutes later I received a text saying that it had been received. The next day I receive an email that stated: 'We have thousands of happy customers and five star reviews across the country.' They were basically looking for their next five star review after the nightmare they put me through, that was a bold move DIY. If only they had communicated properly, this could've all been avoided. What I should have been told is the following: 'Although most truck drivers accept credit cards with a surcharge, some do not. If we happen to find a truck driver that does not accept credit cards, we will have to charge your credit card and then write the check to pay the driver. However, there will be a $100 charge for this and there is an authorization form that I will send over right away so that you can complete it just in case it's needed. If you do not wish to pay the $100 surcharge for the check, you will have to wait for us to find another driver that accepts credit cards, and this may delay your delivery by quite some time. As far as the window time for getting a driver, we have five days, and Saturday and Sunday are excluded.' Had they provided me with all of this information, I would've politely declined, as I've never had to pay a $100 fee for a company to cut a driver a check, and I always pay with a cc for my protection, and my protection only. Companies MUST allow the customer to have all of the pertinent information so that they can make an informed decision, even if that means they don't use your company for their transport needs. After my experience with these people, I will NEVER in a million years use or recommend this company to anyone. There are other companies out there that provide this same service for a similar price, without all the hassle and condescending, snippy attitudes. Personally, I would recommended booking directly with a driver, you'll save yourself some money that way. Just be sure they are legitimate and insured. My recommendation is Cargo King, out of Washington state. Paul is great, communicates frequently, and is easy to talk with. They are not only rude when they make a mistake and then "are doing you a favor" when you cal them out on their BS, but unorganized. Avoid this company at ALL costs!
