| mike |
| 11/11/2007 11:23:00 PM |
| Express Auto Delivery |
| Do not use express auto delivery |
Called experss auto delivery for a pickup and they said it would take up to 7 days for pickup. They never picked the vehicle up so I called them back and canceled my order. I told them to refund my $1150 which they told me would take 3-5 days. Well after 5 days I called back and whatta ya know, they never processed my refund. I talked with some one else in thier accounting office and they assured me it would go through in a couple of days. Well acouple of days go by and did they refund my money? Nope. Not only that, they charged my account again for another $1150. So now they owed me $2300 and they totally drained my account doing so. These people are very decieving and unprofessional as they come. I do not recommend this company to any one.
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| Posted by a representative of Express Auto Delivery on 12/13/2007 10:41:00 AM |
The facts of this entire transaction are as described below:
• Vehicle was inoperable 1979 Ford Bronco (did not run; did roll, brake, and steer)
• Route was from Hanford, CA (just south of Fresno) to Valdosta, GA (south central Georgia, between Tallahassee, FL and Jacksonville, FL)
• Route miles for this trip were 2,500
• Customer was quoted 7-10 business days to schedule, with 7-10 business days for pick-up and delivery; advised that it takes longer for inoperable vehicles as not all carriers are equipped to handle
• Customer’s Account Manager left a voicemail for him on date of quote (10/19, 4:20 PM), requesting he contact her to confirm all details and begin marketing the vehicle
• Account Management confirmed all details on 10/22, 2:00 PM, and we began marketing the vehicle
• Account Management proactively contacted Customer on 10/26 at 11:10 AM to update him on carrier search – 3.3 business days after initial marketing efforts began
• Account Management spoke with customer on 10/30 at 4:27 PM and reiterated that the average schedule time for a cross country trip is 7-10 days, and it was taking longer because of inoperability of vehicle. Customer indicated that he did not wish to wait any longer and requested that we cancel his move.
• Account Management cancelled the move on 10/30 at 5:00 PM and indicated to the Customer that refunding via a credit card can take 3-5 business days due to batch processing
• There were no cancellation fees associated with Customer’s transaction
• Customer called in on 11/07 at 2:34PM and spoke with an Account Management supervisor. Supervisor committed to reviewing and getting back with customer ASAP.
• Supervisor discussed with accounting and re-ran through the credit card processing service. Supervisor left a voice mail for customer on 11/7 at 2:47 PM – 13 minutes after he initially hung up with the Customer.
• Accounting issued system note on 11/7 at 2:50 PM indicating the credit memo completion.
• Customer contacted Accounting on 11/9 at 11:00 AM indicating that we had not refunded his card, but actually had charged it an additional $1,150. Accounting immediately processed a credit refund for $2,300 and faxed confirmation of the credit refund to the Customer. Credit refund was to be batched 12:00 midnight and account was to be cleaned.
• Throughout the process the Accounting representative was very apologetic and took responsibility for the error. Customer indicated that he was OK as we resolved it as quickly as we could.
We have since made numerous attempts and have left several voicemail messages in an attempt to discuss and bring closure to this matter. The customer has chosen not to respond, which is certainly acceptable.
However, we do not accept the characterization of our company as deceiving and unprofessional. We acted in go |
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mike gave Express Auto Delivery a rating of: 
| Review details | |
| Quote or Order ID: | cathy |
| Quote or Order Cost: | $1150 |
| Origin: | California |
| Pickup: | Never |
| Destination: | Georgia |
| Delivery: | Never |
| Truck/Carrier Type: | Open |
| Dirty: | No |
| Items Stolen: | No |
| Damaged: | No |
| Honesty: |   |
| Knowlegeable: | |
| Hold Times/Promptness: | |
| Overall Customer Service: | |
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Valley Solutions, Inc.