Company Response Review Report Review
WARNING! DO NOT USE THIS COMPANY!

Sharon Submitted this review about Kensington Auto Transport LLC
Review made Live: 7/28/2011 8:58:00 AM
I thought that based on reviews that I was using a reliable company. I was very much mistaken! Transport was arranged weeks in advance. When a driver had not contacted us a week prior to the delivery, we called again & were told it was too early to be checking but that all was in order. We continued to call multiple times. The pick up was to occur on a Monday. On the Friday before, we had still not received a phone call. We placed another call. We were told by JC that they were working on it. On the next phone call, JC asked if we were flexible on dates. We were on a tight schedule and that's why we arranged this transport weeks in advance. We went ahead & told him that we would try to be a little flexible by a day or two. Was told that we would receive a call before the close of the business day, which they said was 8:00 pm EST (note this is one hour earlier than the posted time on their web site). At 7:45 pm, we had still heard nothing. We called in a panic once again & received a closed message. Just one more lie from a totally unreliable company. We left a message since their web site shows weekend hours. Still no response. We left a second message on Sunday. Monday morning we started leaving messages again. Almost an hour after their posted opening time, we finally reached someone other than JC & were told that the transport would NOT happen. They were unsure when they could get it transported. Please heed my advice to steer clear of this company. Even with plenty of advance notice & multiple phone calls from us for follow-up, they failed to complete the transport. We are having to file a protest with the credit card company for the deposit as well. Customer service with this company is not just poor but is non-existent. BUYER BEWARE! Also don't believe them if they tell you that your area is a hard one to get transport trucks in to. We arranged on VERY short notice to have another transport company complete the transport that these guys said they couldn't do. Stress & disappointment is all you can expect with this company. I will also be filing a Better Business Bureau complaint for this company in the hopes that no one else has to suffer the problems that we did.
Shipment Details
Origin State:
New Mexico
Pickup:
Never
Destination State:
Colorado
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
11065-GU
Quote or Order Cost:
$425

Company Response
Alexander from Kensington Auto Transport LLC Submitted this response.
Response Date: 7/28/2011 9:46:00 AM
We are very sorry that we could not locate a trucker for this customer, unfortunately her route was from New Mexico and we tried our hardest to locate a trucker, but we were unsuccessful. The customers refund on her deposit was done immediately within 10 minutes of her phone call to us to cancel. We did keep in touch with her trying our best to locate a trucker for her, but we were unsuccessful. We are very sorry for any inconvenience this may have caused her, but as you read thru all our reviews we have excellent customer service and we have successfully shipped over 400 vehicles this year alone. Things as in any business do not always go as we expect and that is unfortunate, but it is not from our lack of trying our hardest to give the best customer service possible as written by so many other customers in their reviews of our company. No company or no one is perfect, but we are comfortable with the effort we give in trying to transport our customers vehicles.