Company Response Review Report Review
Took Money But Sent No Driver

Bobbie Submitted this review about All Terrain Logistics Inc.
Review made Live: 6/28/2018 11:33:00 AM
Company hid my first review stating I was never a customer. They threatened to hold my refund until I removed the review. Here is my new review with much more detail. I hired this company on Wednesday, June 20, 2018 to pick up a vehicle June 22-23. Company stated on the 21st they had a driver for the 22nd & that I would get a call from the driver later that same day (the 21st). I received a driver name & deposit of $100 was taken from my account (their contract states they take no payment until a driver is secured). Company initiated no further contact with me until after I placed a review on this site. After receiving no contact from a driver, I placed 3 calls to All Terrain. The 3rd call got me to my sales rep Elizabeth who said "I was just going to call you" & then explained the driver's axel went today so they were working on getting me another driver for that same day (the 22nd). I was told I would hear back within 1 - 1 1/2 hours). After no call I called back & was told she was working out the details. The rest of the day went with me being given a timeframe in which I would hear from All Terrain, that time passing, & me calling them. Eventually she slightly changed her story & said she was working on getting me a driver for the following day (but made it sound like that was always the plan). End of her shift she transferred me to Jason who explained in full detail how their business works & how they have a driver lined up but that the driver cannot confirm this Saturday job until later (again sounding like this was always the plan). He said I would hear back between 1-4 hours (between 7-10pm ET). This was Friday night & I was still waiting for a confirmation of a Saturday driver. 2 hours after this call I called Jason's direct number. No answer so I left him a message asking if he could give me an update. I never heard back from him until about 10 minutes after I placed my initial review to this site Monday, June 25th. I tried calling every number I had multiple times on Saturday, June 23rd. Only one number got me an answer - it was the original driver's mom's number. She stated that her son's truck was indeed out of commission, but that happened BEFORE Friday, June 22nd (the date my sales rep "was just about to call me" & tell me about the driver's issue). Monday, June 25th, I finally received a call from Jason. This call came in approx. 10 min after I placed my 1st review on this site. He first acted as if this was always the intended time for him to call me. After I said I left a message on Friday night & called my bank to report this breach of contract he said he as "hundreds of customers" & can't remember to call everyone. I agreed with that statement & said that's why I called him Friday night & left my full name & phone number as a reminder. He eventually said he forgot to call me even after my numerous calls & voicemail. I asked if he would refund me my deposit. He said yes. I then asked if I would receive confirmation, but he hung up on my partway through that question. After that I received numerous calls from them. They left a few messages saying they were calling me about my refund. Then they told me my review was "full of lies" because they have recorded proof they left me numerous messages about my refund. He also repeatedly said thy had a driver for me Monday, June 25 but that I would not accept it. I was never offered it. In fact, I used another company that Monday. Jason then threatened to withhold my refund until I removed my review His email to me states: "i so i need you to go back to transport reviews and take that review off so we can proceed with the refund please because the reason why i had to listen to all the recordings is to send them to transport reviews so they can see and hear that i told you that you was getting your money back and that soon as that happens you was getting a receipt and you trying to sound like we keeping your money so soon as you delete that let meknow please to proceed with your refund ." Due to the number of phone calls from this company June 25-26 I had to request they stop all phone calls & only contact me in writing. I also received a number of emails from them these two days requesting I remove my review. I wish they had been this communicative when I was waiting for a replacement driver.
Shipment Details
Origin:
Washington, New Jersey
Pickup:
Never
Destination:
Massachusetts
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
order #171238-CL
Quote or Order Cost:
$350

Company Response
Gustavo S from All Terrain Logistics Inc. Submitted this response.
Response Date: 6/28/2018 5:33:00 PM
Bobbie with all the respect you deserve you are totally liar and dishonest because the situation was not like that. we assigned a carrier (justin merton) for your pick up and we provide you all detail and information of driver name and phone number unfortunately this driver have an issue with his truck and cancel. as you can see in the order history your order was dispatch that was when we charge.. BECAUSE RESERVATION IS TOTALLY FREE.... WE ONLY CHARGE WHEN DRIVER DETAIL ARE PROVIDE TO CUSTOMER AND WE PROVIDE YOU ALL DRIVER DETAILS. [June 21, 2018 @ 2:19 PM] updated by admin Field Old Value New Value Status Dispatched New order Estimated Load Date 06/22/18 None Estimated Delivery Date 06/25/18 None Date Dispatched 06/21/18 None Date Assumed Delivered 07/16/18 None Carrier Justin Merton None Is Dispatched Yes No Dispatched through Central Dispatch Yes None Date Signed 06/21/18 None Carrier Pay Posted to CD $250 None Driver's First Name justin None Driver's Phone (732) 664-3317 None Also when this driver cancell we tried to assign your veicle for the next carrier that was when you cancel the order. whe also try to call you multiple time to solve the issue BUT YOU DIDNT ANSWER PHONE CALLS. this is the proof El 25/06/2018 a las 03:20 p.m., Bobbie Roche escribió: In regards to the $100 deposit reimbursement - I have received numerous calls and texts. I texted back twice requesting all communication be in writing. I cannot answer because I am at work and my phone is silenced during my workday. Please reimburse the $100 deposit as agreed upon and email me confirmation once complete. Thanks, Bobbie in this email you perfectly agree that we were trying to get in contact with you but you never answer the phone. * ALSO MOST IMPORTANT when you decided to cancel the order you money was refund to your credit card the same day you cancel. This message is to confirm that a return transaction has been successfully processed by All Terrain Logistics Inc. All Terrain Logistics Inc may be contacted at: Address: 2021 Bay Dr 6 Miami, FL 33141 Phone: (305)515-2627 Please do not reply to this message. This is simply a courtesy confirmation for your records and security. Order information is as follows: Invoice: 6520 Transact ID: 20180625174849-0316284-6520 Process Date: 06/25/2018 05:48:49 PM Return Amount: $100.00 Company: Order 171238-CL E-Mail: bobitasol@yahoo.com Approval Code: SUCCESSFUL Card Type: VISA Card Number: X8656 SO I DON'T UNDERSTAND FOR WHAT REASON YOU ARE SAYING WE TOOK YOUR MONEY????? is really really dishonest form your part trying to damage our reputation lying. we work really hard and all the time our experience team try to do the best for our valuable customer but with dishonest persons like you is really hard. we understand you feel frustrated because the truck broke down and driver could make it by the time you request but that is not reason to you for being dishonest.. YOU MONEY WAS TOTALLY REFUND. we apologize any inconvenience and have a blessed day