Company Response Review Report Review
May as well do it yourself

Paul Christensen Submitted this review about American Standard Auto Transportation
Review made Live: 10/8/2014 6:46:00 PM
Any company can look good when things go according to plan. But the true test of any company is how they react when things go wrong. American Standard Auto Transport curl up and hide, refuse to return phone calls or emails, become belligerent and aggressive, blame the customer, and become a very unpleasant and frustrating company to deal with in general.

Although the SUV was supposed to be picked up in Vallejo, CA. on Monday, it didn't get picked up until Wednesday after I was told to drive it to Martinez for it to be picked up. The driver said he would deliver it in St. Cloud MN on "Friday, Saturday or Sunday."

I informed our broker, Brenden, by email that St. Cloud was 2 hours away and we needed a more defined delivery window. That got the owner of ASAT, Nick, on the phone. He offered a mumbled apology for Interstate Roadrunner changing the pick-up date and place, promised he would get me a specific date, and call me back the following day. He never did any of that. I finally had to call Nick 2 days later because Brenden would not answer any calls or emails. Nick went ballistic - shouting and screaming saying not to call him but contact Brenden, and he conveniently forgot our previous conversation. He claimed that he spoke to 'a lot' of people and couldn't be expected to remember specific conversations. Even when things were going drastically wrong.

It was obvious that American Standard Auto Transport had their money and wanted nothing more to do with me or more problem. I was left to deal directly with the carrier and they would only answer me when they felt like it and would not commit to a delivery date, time or place. They wanted to change the terms of the contract repeatedly by telling me to come pick it up in their yard an extra hour or two away from the agreed place.

In the end, I was at their mercy despite having a contract denoting specific delivery and pick up points with specific dates. NONE of the terms were met by the broker or the carrier and none of them could have cared less. There were no apologies or compensation forthcoming.

A horrific experience. Stay well away from American Standard Auto Transport.
Shipment Details
Origin State:
California
Pickup:
Late
Destination State:
Minnesota
Delivery:
Late
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
Brendan/Nick
Quote or Order Cost:
$1000

Company Response
Nick Harrington from American Standard Auto Transportation Submitted this response.
Response Date: 10/8/2014 11:19:00 PM
I TOTALLY DISAGREE WITH THIS NEGATIVE REVIEW/RATING. YES THE CARRIER WAS LATE A SINGLE DAY FOR PICK UP, AND ALSO 2 DAYS LATE FOR DROP OFF. BUT BOTH THE CARRIER, BRENDEN AND MYSELF HAD COMMUNICATED THIS TOO YOU(WENDY AND PAUL) FULLY. THIS WAS JUST UNACCEPTABLE IN YOUR EYE'S.....WERE YOUR EXACT WORDS. WE CAN NOT CONTROL WHAT HAPPENS SOMETIMES TO THESE DRIVER'S WHILE THERE IN TRANSIT. IT MIGHT NOT EVEN BEEN THE DRIVER'S FAULT. ANOTHER CUSTOMER COULD OF HELD THE DRIVER UP FOR A VARIETY OF REASONS.THERE ARE 7-10 OTHER VEHICLES ON THE TRUCK. WHAT IF A CUSTOMER OR CUSTOMERS HOLD THE DRIVER UP....THAT WILL DELAY EVERY VEHICLE DUE TO BE PICKED UP(IT'S LIKE A DOMINO EFFECT)! SO I AM CONFUSED ON WHY YOU WOULD LEAVE SUCH A SLANDEROUS,HURTFUL AND MOST OF ALL DISHONEST REMARK ABOUT US.TO HURT SOMEONES REPUTATION AND BUSINESS IS CRUEL? BRENDEN HAS SEVERAL EMAILS BACK AND FORTH WITH YOU CORRESPONDING EVERYTHING PLAY BY PLAY.I BELIEVE YOU ARE WRITING THIS REVIEW BECAUSE THE BUYER OF YOUR VEHICLE WAS UPSET WHEN SHE RECEIVED VEHICLE,(VEHICLE WASN'T WHAT MR. PAUL MADE IT OUT TO BE CONDITION WISE, THE CUSTOMER WENDY HAD JUST BOUGHT IT FROM HIM), BUT AGAIN THINGS LIKE THIS IS OUT OF AUTO TRANSPORT BROKER'S HANDS. AS YOU CAN SEE WE TAKE PRIDE IN WHAT WE DO AND CARE ABOUT OUR CUSTOMER'S. BUT I GUESS THERE IS ALWAYS THAT ONE PERSON THAT'S LITERALLY IMPOSSIBLE TO PLEASE.- - - - - - - - - PLEASE IF ANYONE WOULD LIKE TO SPEAK TO ME ABOUT THIS,PLEASE FEEL FREE TO CALL ME AT 561-674-8408,OR 1-800-317-2319 ASK FOR NICK, I AM THE OWNER AND WILL ANSWER ANY QUESTIONS YOU HAVE -=). THANKS KINDLY FOR TAKING THE TIME TO READ THIS.