Company Response Review Report Review
Reporting to Better Business Bureau

Pam C Submitted this review about North American Auto Transport
Review made Live: 10/3/2006 8:45:00 AM
We scheduled our move 2 weeks in advance with this company. We were assured the truck would be there on a certain date (3 days prior to the furniture mover packing us up). I questioned that after havin read the horror stories on line about car transport companies. Devin assured us that this company did not have that issue, that their drivers were reliable. He took all of our contact phone numbers so the driver could contact us with any questions, etc. Devin assured us that with any problems just call him. No call, no show on the due date. When I called to follow up, it took several phone calls to get through, then Devin listened, took a message and said he would follow up. I did not hear back from anyone within a 2 hour period, so I called again. Could not get Devin, so I called the customer service department. I got the run around from the customer service gal, who would not allow me to talk to Devin again, he was busy, I could not hold, I had to talk to her. I asked for her supervisor and was told their was not one available, this was her job and I could only talk to her. She assured me she was contacting the driver, he was having truck problems, and maybe she could find another truck to pick up our 2 cars in the next week or two. This was unacceptable. I asked for my deposit back since they did not and would not perform as promised. I was told the cancellation fee was my deposit. They did not perform, and I feel are a totally unprofessional and unethical company. They showed me no customer service and I will be reporting them to the Better Business Bureau and the Department of Transportation. I had to hire another company, who within 2 hours the truck driver called to confirm pickup that night, and were very professional! The price was the same, but the customer service was much more professional, and they did what they said they were going to do. I should have been refunded my $300.00 deposit from North American. They did NOT and could NOT perform per the initial agreement.
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Oklahoma
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Devin
Quote or Order Cost:
$1400

Company Response
Dawn from North American Auto Transport Submitted this response.
Response Date: 1/18/2007 11:31:00 AM
North American offers a guaranteed pick up date for an additional fee. Most times, we are able to pick up on the exact day a customer gives us especially with ample notice. We had a driver in the customer's area two earlier and they had called the customer to see if the cars were available earlier. The customer could not release them and the driver informed her there was another truck coming on Friday to pick up. The customer called and reconfirmed this with us. Our driver was running late on Friday and was going to pick up on Saturday or Monday morning, latest case. We inform all customers we work within a 3-5 day window for pick up and when our driver called and showed up at the house to pick up, there was no car or answer. We offered 2 separate pick ups and apologize for not meeting the exact day the customer needed. The customer did stop payment on their deposit so North American has no money from this order.