Company Response Review Report Review
Used a different carrier instead

Matthew Submitted this review about Webster Relocation (No Longer in Business)
Review made Live: 5/21/2013 7:38:00 PM
I used a service that distributed my shipping request to a bunch of companies and brokers. One of those companies that responded was Webster Relocation, who seemed willing and eager to provide great customer service - until the deposit was paid.

The first email came from Nick. The quote to ship my car from New Jersey to California was $1,100. That seemed on par with what some other companies offered. I was particularly impressed with how Nick approached me with the quote - the message was written in a friendly and polite manner. Webster Relocation purports to be a family-owned business, which also appealed to me, as I figured I'd receive better customer service from a family-owned business than a company with dozens, if not hundreds, of orders.

I filled out a form, put that my first available date was April 2nd for the car to be picked up and paid a $150 non-refundable deposit. The form clearly stated that Webster asks for a window of 1 to 10 business days from the first date of availability.

On March 25, I emailed Webster to find out if the deposit went through. Someone named Amanda emailed me back on March 26 to say the deposit went through fine and that I would be notified when a driver was assigned. On March 27, I followed up with an email asking how long it might take to get a driver assigned.

Five days went by with no phone call and no email from Webster (two of those days were a weekend, with Sunday being Easter, so I assumed their offices were closed). On April 1 - one day before my first date of availability - Amanda emailed back with the following response:

"we ask for a window of 1-10 business days from the first day of availability."

I assumed Webster Relocation would begin looking for a driver the day I paid my deposit. Instead, it seems Webster Relocation begins looking for a driver on the first day of availability. Of course, this isn't clarified on their web form, and when I asked for clarification from Webster, I received a one-sentence response after five days.

I called a different service - All American Transport - who, in one hour, had a driver assigned to pick up my car on April 2nd. I emailed Amanda back to say I would no longer be needing the service of Webster Relocation.

I was disappointed in the customer service I received from Webster Relocation. Rather than a comprehensive answer to my questions, the most I ever received from Amanda a few words. And when I emailed Amanda to say I would no longer be needing their services, I did not receive a follow up email or phone call. On top of that, I was out $150 for a service I did not use.
Shipment Details
Origin State:
New Jersey
Pickup:
Never
Destination State:
California
Delivery:
On Time
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
379176-FR
Quote or Order Cost:
$1100

Company Response
Jarred from Webster Relocation (No Longer in Business) Submitted this response.
Response Date: 6/4/2013 12:53:00 PM
I do not understand the zero star on this. He stated that it was due to him not understanding. He placed the order online without calling us. That is a Frequently asked questions page that is very thorough about shipping any cars. When I spoke to him about canceling he said he had another carrier that charged much more and moved it.