Review Report Review
REVISION >>>Lack of Communication

Rita Drew Submitted this review about Stateway Auto Transport
Review made Live: 7/20/2015 2:32:00 PM
REVISION TO THE FACTS BELOW...About one week after we got our vehicle scheduled & picked up with another transport company...We rcvd a call from STATEWAY, apologizing many times for their error with internal management affairs and they had corrected the situation & wanted to reassure that in the future if we were to select them, that they would make every effort to keep the customer informed. Again they insisted to make it better for all parties involved. I appreciate that they reached out to me several times apologizing and wanting to make it right if using them for any future transport needs.
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Initially when trying to set up pick up, customer service had contacted us several times via phone & email and they seemed honest, eager & friendly BUT once order was placed it was CRICKETS. After the 5th day of not hearing from them (a previous email said we'd get a carrier 1-7 bus days) we made several calls & left messages. Only got 1 call to wait for an email from carrier. Hold times were long & then when it said you were the next in line, you got a recording to leave a message due to high call volume. I managed to get through once & it seemed person was from another country & could hardly understand them & she said to wait for email. This went on for several more days after we left numerous messages even after we gave a final ultimatum to respond or we'd cancel. I had to contact another agency to assist me & then I found out Stateway wasnt being forthright about the originals agreement. We had never signed an e-doc & they said we did (they never produced that evidence) & their terms & conditions on the confirmation allowed us to cancel since they didnt provide a carrier. There were too many persons in the mix & I couldnt get a solid answer or even an apology for the delay. From the start we stressed the urgency of our vehicle being picked up & we were given assurance that it would, but all confidence was lost when they no longer communicated to us when we were making all the calls & recvd nothing in return. The agency that helped me was absolutely wonderful in getting the facts. They were very professional & in their knowledge in talking with Stateway, though Stateway not as cooperative, but in the end it was resolved and Im no longer obligated to them. As customers we only go by what we are told by the merchants and their claim to the services they provide and if they fail that and the customer, then they lose credibility. If only they would of kept us in the loop if problems occurred.
Shipment Details
Origin State:
Michigan
Pickup:
Never
Destination State:
California
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
1621043
Quote or Order Cost:
$1295