Company Response Review Report Review
Can't get our deposit money back

Nicole Seely Submitted this review about Prolux Auto Transport
Review made Live: 11/13/2008 1:21:00 PM
We booked Prolux to move on car on September 9, 2008. Two weeks later, we had to cancel the order. We called Prolux to have them give us a refund and they said a cheque would be mailed to us within a day or so. A month went by and nothing. We called and the number we had called in the past was no longer available from our area. I began e-mailing and would get a response from people I hadn't talked to before saying they would have someone call me. That never happened. After a few weeks, I came accross another number for the company and was able to speak to Maria. She said she wasn't aware that I was trying to contact her. That's funny, she replied to one of my 15 e-mails. Where did the other 14 go though???? She said that the bank hadn't released funds for them to be able to refund me. Why is the bank holding on to our $350 refund. She said she would e-mail an explanation within hours and that was again 2 weeks ago and I've received nothing. If they were unable to send the refund within days like they said they were going to, they should have contacted us, instead of us trying to get a hold of them. Tell me why such a big company is unable to refund us $350? This is crazy. Do not ever give them a deposit!!!! They sure get back to you quick until they have your deposit, then it's impossible to get a hold of them and get your money back. DO NOT USE!!! If I do get my money back, I let you readers know.
Shipment Details
Origin State:
California
Pickup:
Never
Destination State:
Montana
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
3122-SH
Quote or Order Cost:
$1095

Company Response
Scott from Prolux Auto Transport Submitted this response.
Response Date: 11/13/2008 3:16:00 PM
We have terms and conditions that clearly state once your vehicle has been assigned to a carrier,"& the vehicle is not ready" there are associated fees. This was a last minute cancellation. We had 3122-SH vehicle assigned to a carrier and the vehicle was not ready. So the clients put the transport on hold. After 3 weeks they contacted our accounting department and wanted to cancel. We bent over backwards for this client. We had their car scheduled on time. In the end they post this bogus review. We have terms and conditions that clearly state our cancellation policies and fees.