Company Response Review Report Review
Brokers with their hands tied!!!

Angel Submitted this review about Red Carpet Auto Transport Inc.
Review made Live: 10/21/2012 12:54:00 AM
I hired Red Carpet Auto Transport to have my vehicle delivered. As a broker they contacted Border to Border Auto Transport LLC (MC-729504) to deliver my vehicle. Border to Border Auto Transport picked up my vehicle from Washington State on Tuesday, October 9, 2012.

Initially, Red Carpet Auto Transport told me that I should expect my car Monday October 15th. However, when Border to Border Auto Transport picked up my car I was told my car was to arrive Wednesday night October 17th or Thursday October 18th. I informed the driver Pablo Cruz that I would be out of town Friday and would need a Thursday drop off. He stated that my car would be the first to be loaded on his truck and the last to come off. The driver agreed that I should expect my car no later than Thursday night October 18th.

However, after waiting all day, the driver never called on Thursday (9 days after pick up). So I called numerous times for a status and after he finally picked up he said that he was having trouble picking up cars for other clients and would not be here until Friday October 19th. As previously mentioned, I was going to be out of town for the weekend starting Friday, so I had to move plans around and ask friends to handle the receipt of the car but I was willing to work with the guy. He said the car would arrive Friday by 7pm.

After waiting all day Friday 7pm rolls by and still no car and no phone call from the driver. After numerous calls and voicemails he finally gives me a call at 8:10pm. He was extremely rude and beyond unapologetic. He said my car will not be here till Saturday, October 20th. He stated, "I will not provide you an estimated time. It could be morning or evening but if you want I’ll just drop it off anywhere and you can pay $1,000 to have someone else pick it up!". He went on to say I didn't pay enough for my car to be a priority. I reminded him that he was not forced to accept the call from the broker (who quote me the price) and that he is the one that chose to take my car and ensured me that it would be here on Thursday night. I did tell him that I was not satisfied as a customer and at the very minimum he should have called the two days he has now told me the car would arrive and did not.

Saturday, October 28th and still no call from the driver. Red Carpet Auto Transport and dispatch attempted all day to get a hold of the driver and couldn’t! My car and the driver are nowhere to be found. I asked Red Carpet Auto Transport to lower my delivery fee and they said they wouldn’t.
Finally at 4:30pm, the driver calls. After I told him how unsatisfied I am by his lack of communication and delay in delivering my vehicle, I ask him for a discount on the delivery fee. He proceeds to yell at me and threatens to leave my car at a storage facility if I don’t pay in full. “I can leave your car there and you can just sue me!”.

I have been understanding that things happen such as weather conditions or problems with other pick ups. HOWEVER, as I explained to the driver Pablo Cruz and to Red Carpet Auto Transport I can only be understanding if there is good communication. He was very unprofessional and made me feel that he doesn't care about my business. I am very dissatisfied with how this has been handled and with his reaction. Doing business with this man and the service he provides is also a direct reflection on Red Carpet Auto Transport. I did not hire Border to Border Auto Transport and the fact that the broker (Red Carpet Auto Transport) was unable to contact him and no one cared to drop the delivery fee for all of my troubles is unacceptable.

I was understanding the whole time, but I do not believe it is good customer service nor good business to not let your customer know of any conditions that may affect the delivery, then proceed to yell at the customer and threaten them. Both Red Carpet Auto Transport and Border to Border Auto Transport are responsible for this horrible experience and should have dropped the fee.

BEWARE if you need to get your car shipped, these companies are brokers with their hands tied and cannot alleviate any problems that may arise. There should be a way for brokers to share information on bad auto transport companies. Further, if you must deal with a broker make sure they do not hire Border to Border Auto Transport LLC.
Shipment Details
Origin State:
Washington
Pickup:
On Time
Destination State:
California
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
10295
Quote or Order Cost:
$785

Company Response
Terry Williams from Red Carpet Auto Transport Inc. Submitted this response.
Response Date: 10/21/2012 4:16:00 PM
Angel, It was nice working with you, I wish you would have told me that their was an issue with the driver earlier. As soon as you informed me of it, we got in touch with the driver to get your vehicle to you. Sometimes carrier's run into situations, whether it be mechanical or cannot get ahold of a customer to pickup or deliver their vehicle. This can cause them to be hours or days off schedule. It is out of their control. The driver said that he tried to deliver to you on Thursday but could not get in touch with you. I am very sorry that you had a poor experience with them and you feel they did not communicate with you as to where they where and when they would arrive and that they said things inappropriate. That is not ok and I am very sorry for that. Again, I would have stepped in asap if you had told me earlier what was happening with your conversations with them. My Best Regards to you, Julie