Company Response Review Report Review
Dependable Auto Movers

Sam Submitted this review about Dependable Auto Movers
Review made Live: 11/26/2009 2:31:00 PM
I used Dependable Auto Movers to move a truck from Pennsylvania to Oregon. I found their service to be anything but dependable. The promised time frames of pickup and delivery seem to be used as nothing more than sales tools. After a few weeks of waiting (5 to 7 day pickup was promised) they finally picked up my truck after they found I had contacted another company for service. Sarah (the Dispatcher) at Dependable Auto Movers suddenly found a driver that same day and promised me delivery to my door in 5 to 8 days. I said great and contacted the other company and canceled my new order and let Dependable Auto Movers pick up my truck. Only after my truck was picked up did I find that the promised 5 to 8 day delivery was going to be more than double that and that delivery to my door actually means delivered to a location about 2 hours away with a still (at this point) unknown delivery location. I guess it will be a Wal-Mart parking lot somewhere in a city about 100 miles from home.

After learning this information from their driver from Admiral Merchants I phoned Sarah at Dependable Auto Movers to explain my distress and she was very antagonistic on the phone. She tried several times to bait me into arguments that had nothing to do with the flat out dishonest sales techniques she had used to get my permission to bill my credit card and have their driver pick up my truck. We finally settled on a $50.00 refund on price (out of a bill of over $1000.00) as a settlement for the dishonest service that was used to sell their order and pickup my vehicle. Sarah told me "so you want me to take money out of my girl's pockets and send it to you for doing nothing". I then waited 6 days for the $50.00 refund to post to my account. I phoned Sarah again to inquire about the refund and she told me "my accountant is not sure why the transaction did not go through". I just received another call from Sarah and will check my bank again in a few more days for the promised $50.00 refund.

The information I have so far about my vehicle is that it is been picked up (for a week now) and loaded onto a trailer that is setting in some fellow from Admiral Merchants yard in Missouri for another week while he spends Thanksgiving at home. Then delivery of my truck will be made to an as of yet unknown location in a city about 100 miles from my home. I have found my experience dealing with Dependable Auto Movers to have been filled with dishonest sales practices and service bordering on the absurd. I gained all of this for the discount fee of one thousand and ten dollars.
Shipment Details
Origin State:
Pennsylvania
Pickup:
Late
Destination State:
Oregon
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
11965
Quote or Order Cost:
$1010

Company Response
Sarah from Dependable Auto Movers Submitted this response.
Response Date: 11/26/2009 9:28:00 PM
We understand the fact that this customer is very unhappy and we appreciate the opportunity to learn from this experience but there have been some serious misunderstandings during the process of this transport. All of these issues are addressed in our Terms & Conditions listed on the order form and posted on our website. We do not guarantee any pick up or delivery time frames, our average pick up time frame is 1 to 7 days, from the first available date. Some areas, not on normal trucking routes, can take a little longer to secure a driver. Actual transit time, once on a truck, from Pennsylvania to Oregon, is normally 7 to 10 days. After approximately a week, the customer called to find out what the problem was and we explained that La Pine, Oregon is a pretty difficult area. The customer agreed that meeting in the town of Eugene would definitely be an option. After another week, the customer called to cancel and we explained to him that we process cancellations at the end of each day. If we did not have a driver for him by 4pm central standard time, we would cancel out the order and no fees would be charged to him. We did secure Admiral Merchants to pick up the vehicle and called the customer before we charged his credit card to give him the news. We did not and cannot promise a 5 to 8 day delivery for a cross country transport, the dispatcher from the trucking company told us that the pick up would be around 11/18 and delivery would be around 11/30 because of the Thanksgiving Holiday. We sent an email to the customer with this information, he contacted us to let us know that he had court on Monday and we called the trucking company and they said that they could deliver either the Sunday before or the Tuesday after. We find it a little odd that someone would accuse Sarah of being antagonistic and she is not a dispatcher. We do not use dishonest sales techniques, as a matter of fact, when Admiral Merchants requested more money for the transport, Dependable Auto Movers used part of the deposit to pay for the extra $50 that the trucking company requested. As the $135 deposit is the only funds that Dependable Auto Movers received and $50 of that went to the trucking company and $50 was refunded to the customer; that means the girls who diligently worked to find a trucking company for this customer made $35 for their two weeks worth of work. We hope that all customers will read the Terms & Conditions before placing their order and please call the office if you have any questions about this or any other transport.