Company Response Review Report Review
Horrible Experience

Sara Cook Submitted this review about Ship My Car Online
Review made Live: 4/18/2014 1:14:00 AM
Hello,

My name is Sara Cook. I am very happy to have found this site in order to provide my horrible experience using this company last year. The driver assigned to pick up my car never showed, I was never advised that he had canceled, and I waited three days to be assigned to someone else,which in turn I decided to cancel, which according to the contract it would not have been a breach since I did not have an assigned carrier. During the entire time Michael, the representative in dispatch, was extremely disrespectful towards me and habitually lied. The only decent person would be Siomara who I started working with, but of course there wasn't much she could do. I was so upset and tired I decided to do some research to find out who the owner was, which is Avi Dori. I sent emails and requested by phone to speak with Mr. Dori. It had gotten so bad that I researched his LinkIn and facebook, so I could personally discuss my situation and the lack of customer service. I requested a physical call back to discuss with Mr. Dori about the situation, but of course never received one. However, I did receive an email detailing why I would not be refunded, which of course did not apply to me, because I clearly was never assigned to anyone THE DAY I REQUESTED TO CANCEL. If you are interested I have all e-mail correspondence for viewing. Also, for some apparent reason, my number became blocked by the company, and I couldn't reach anyone. I have e-mails to Simoara inquiring about that as well. Also, the situation became so bad after researching Mr. Dori I sent him a direct message to his facebook account. I have copied and pasted the message below. Of course he never responded. Please excuse the typos, I was beyond upset when I sent this. I wish I could attach all correspondence, however the facebook message can be forwarded as well. My name on facebook is Sara C. The owner of the company is Avi Dori, and you can find his facebook account under that name as well. With all that being said, I found another company who transported my car from Michigan to Texas with no issues. I am moving again, now to the east coast and I am going with that same company. If interested,I can provide you with the name of the company I am using.

Best Regards,

Sara Cook

Conversation started April 19, 2013
Sara C
4/19, 10:49am
Sara C

Good Morning,

My name is Sara Cook and I have been working with your representative Siomara in regards to shipping my car from Michigan to Texas. She has been very kind working with me. However, your employee Mr. Michael (I believe) in dispatch was very rude and disrespectful after I request to cancel my request and receive a refund. I requested to speak with a manger and refused to let me speak with one and stated that he was thr owner. The customer service I received yesterday was incomprehensible.

The driver contacted my family three days ago stating my car would be picked up Wenesday. We waitwd until 9:00 PM, calling the driver and your company. The following day (yesterday) I finally got in contact with Siomara. She stated the driver canceled and applogize that we weren't informed and she will try her best to find someone else. She advised me she would contact me that afternoon. After not hearing from her I called and could not get in contact with her. I spoke with dispatch and he lied and said that a driver was assigned to pick up my car today, which was untrue. I spoke with Siomara today and at 8:00AM and there wasn't a driver assigned. I sent an email this morning requesting a full refund.My experience working with your team has been very negative and stressful. The customer care is nonexistent. Per contract it states " Cancellation Policy: In the event that I, the Customer, should decide to cancel my order and SMCO has NOT yet located and assigned a driver to my order, SMCO will fully refund any monies received by Customer. However, in the event that I, the Customer, should decide to cancel my order and SMCO has located and assigned a driver to my order, SMCO will be entitled to keep the Listing/Broker fee up to $295.00 (two hundred ninety five) per vehicle. SMCO agrees that should the Customer cancel and not be entitled to a refund, the monies paid to SMCO will be credited to the Customer’s account to use towards any future Listing/Broker Fee for up to 6 months." I truly hope we can resolve this matter, because I am extremely disappointed, which is why I took the time to find you on facebook and LinkIn.
Shipment Details
Origin State:
Michigan
Pickup:
Never
Destination State:
Texas
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
A630114
Quote or Order Cost:
$700

Company Response
Steve Perera from Ship My Car Online Submitted this response.
Response Date: 4/18/2014 2:45:00 PM
How strange it is that a customer wakes up suddenly after more than a year and decides to write a negative review about our company especially as in this case we have been made all efforts to satisfied the customer and provide an excellent customer service as we usually do. Although that it past more than a year since this case, our computer record shows that this customer typically has been assigned with two different carrier and two drivers on schedule with Intention to do the job and the vehicle was not ready for pickup. We have proved our service backing up with entire document proving our right to keep the deposit and pay the driver dray run fee. Also the customer try to dispute the transaction with his credit card company and the credit card company decided in our favor. When a customer signs on our Service Agreement, the obligation is mutual for both sides and it is not possible that the customer will translate the agreement wrong on his way and the way he want, we have provided our service to the customer based on the agreement terms and conditions and therefore entitled to keep his deposit. We are thanking our thousands of satisfied customers who can prove our excellent services beyond any doubt and prove that our service is professional, reliable and loyal to our customers. Unfortunately I am not a specialist in analyzing any mental health issue, but it seems to me that in this case there is an issue who requires professional care beyond the transporting her vehicle. I wish I could help. We wish the customer all the best, success and happiness, with the hope of getting her as one of our satisfied customers in the future. Sincerely, Avi Dori Dispatch Manager