ABC Car Shipping レビュー 

ABC Car Shipping からの回答

2023年6月24日

Kenneth, we are sorry to hear about your experience. We’ve thoroughly reviewed your complaint and found it to contain some misleading and incorrect information. Firstly, please understand that we are brokers (i.e. not carriers), and our job is to arrange for shipping of a customer’s vehicle with a carrier company, who are an independent third-party contractor, and of whom we have no control of since we are a middleman between a customer and a carrier company. Secondly, you were originally provided with a quote, i.e. an estimated (not guaranteed) price and time frame for completion of services which is confirmed by the contract. Thirdly, although we understand that you made your reservation a month ahead to avoid any inconveniences and ensure the pick up date, but auto transport industry does not work this way - please understand it’s is nothing like Amazon, or FedEx, or UPS and it does not have same resources. Please also note that at the time of booking your agent informed you that the driver could not be assigned a month prior to the shipping, but around 3-5 days before pick up. We hope you understand that many carriers are one-man companies, where the owner is the driver and dispatcher, who builds his own schedule on a short notice based on the loads offered at the then-current time period on the national load board used by the vast majority of brokers and carriers - this is the way they build their schedule, and, once again, we do not have any control over carrier companies as they are independent third-party contractors. According to our records, once we got the option which met your initial price and date expectations, the carrier was assigned right away. After the unfortunate cancellation by the driver who told us that your vehicle was too long for his hauler (please, note that this was not something we could control as detailed above), your agent started looking for alternative options to ship your vehicle. Please, also note that your statement «they do not keep their word and the service is horrible» is also misleading since we had two drivers, who could be there on the required date, and you knew this. Besides, your shipping agent was in touch with them trying to arrange for a more precise pick-up time. As a customer, it is you to decide if you want to proceed with those options or not. And it was solely your decision to cancel the shipping since, as you said to your agent, you found a company who promised you a driver and guaranteed pick-up on June 23 (Friday). Although you cancelled your order, your agent still reached out to you to let you know that said other company was posting your vehicle on the board in the morning, which meant they did not have the driver as they told you and were looking for one. Please note that your agent did not have to notify you about it since you cancelled your order, but she still did this since we deeply care about our customers and their satisfaction with our services. In regards to the above, please feel free to reach out to us if you have any questions.

ABC Car Shipping からの回答

2023年5月5日

Dear Wendy,

We are sorry to hear that you weren’t satisfied with your recent experience. However, we would like to clarify a few points regarding the situation you have described in your review.

First of all, we’d like to point out that we cannot be held responsible for any cancellations by a third-party. Please understand that we have no control over the carrier company’s business operations and we notified you regarding their cancellation as soon as we found out about it ourselves. Nevertheless, we apologize for any inconvenience resulting therefrom.

Secondly, the contract you signed with us allowed us to find you a new carrier within five (5) business days. During the booking process you never mentioned that you were leaving on Monday, which put us into a heavy time constraint considering how unpopular your route was. Now, your agent tried his best and came up with at least several options that were presented to you. You declined all of them. Even though, we had the right to continue looking for a driver for another three (3) business days, your agent offered you an option to cancel without any cancellation fee since we are a customer-oriented company and satisfaction of our valued customers is our ultimate objective and number one priority.

To summarize, we never intended to inconvenience you, but instead acted in your best interests. Your agent spent a lot of time working on your order FOR FREE FOR YOU and even managed to waive your cancellation fee since he understood your situation and wanted to make sure that you had the flexibility to explore other options without any financial burden such as the cancellation fee mentioned above. However, instead of gratitude for his FREE hard work for you and his willingness to compromise you “rewarded” him with this misleading review. We reasonably believe we were able to clear the air and provide a detailed explanation of the situation. Please feel free to reach out to us with any questions.