ComplaintsforFlyBy Auto Transport

• Initial Complaint

  08/19/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Called for quote on 8/16. Then I received a call on 8/17 from **** asking me if I reviewed and accepted the quote. I stated why would I agree to something that was never explained to me. After he convinced me to make a $300 deposit, he Guaranteed the car het picked up and his updates would occur every 2 hours. The next day I heard nothing from him after calling and texting over 10 times. I spoke to *** to cancel the service and get a refund. He denied the refund and told me there was a driver assigned. I responded by saying why am I just finding out about this now. (That was a false statement as there was no driver)

  Business response

  10/12/2021

  Business Response /* (1000, 9, 2021/09/13) */ Contact Name and Title: ******** *****, CEO Contact Phone: XXXXXXXXXX Contact Email: ******************************** Hey *******, After getting the complete story from both **** and ***, I would like to apologize for the service you experienced. We believe customer satisfaction is the reason all businesses thrive, and I apologize that you did not receive that. We only issue refunds on deposits when we can't find a carrier to pick up your vehicle. In your case, the carrier was dispatched and ready to pick up your vehicle, and from what I understand, you wanted to drive the vehicle instead and cancel your trip. While I understand that people change their mind, we make sure that every customer reads the contracts we send, and agrees to it to prevent further complications and to also understand the details of your trip. We care more about our customers satisfaction then anything else. So a refund was issued for the amount. Also, from now on we will issue refunds for anybody who chooses to cancel, regardless of the carrier status. Again, I deeply apologize about the customer service you experienced. If there is anything we can do to gain your trust again, please don't hesitate to reach out. Thank you! Consumer Response /* (3000, 11, 2021/09/13) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was no driver assigned to pick up the vehicle. I contacted your team over 7 times throughout the day after payment without receiving a response back. If there was a driver assigned, why was I not contacted? Your own contract states that if I cancel before a driver is assigned, I am entitled to a full refund. Why did I not receive a refund if I cancelled before a driver was assigned? My thoughts is that there was no driver assigned since I was never contacted after payment. I did reach out 7 times on the so called day the vehicle was assigned to a driver. I have documentation to prove there was never a driver assigned. Business Response /* (4000, 13, 2021/09/19) */ Hey *******, If you can send over any documentation to help resolve this case, that would be greatly appreciated. While I completely understand your frustration, I am working to resolve this in the quickest way possible. My team did everything by the book and according to what the contract stated. Since COVID started, many carriers either stopped operating or cancelled all loads leaving us brokers in a difficult situation. So, let's try to avoid putting blame on my team who have been working extra hard, and put all blame on me. That being said, I looked over your file and I did see that a carrier was dispatched to pick up your vehicle. Unfortunately, the carrier cancelled on us, so we had to find a new carrier to pick up your vehicle. Luckily, we found another carrier to pick up your vehicle, but to your right, you requested a refund. I deeply apologize that you were not contacted with updates, or we weren't available to answer your calls. Not only did we change our refund policy, we also are making communication with customers out top priority. I can assure you that we have no interest in stealing peoples money, or running an illegitimate business. Our main focus is our customers satisfaction, and thankfully, many people and businesses are happy with the services we provide and we will continue to do everything we can to keep them happy. As as I stated before, I am deeply sorry you weren't able to receive the same customer service. If you have not received the refund yet, please feel free to let me know and we can discuss it. Thank you Consumer Response /* (4200, 15, 2021/09/20) */ (The consumer indicated he/she DID NOT accept the response from the business.) There was never a carrier assigned. I know that due to the fact I was never contacted. Your communication as a team for those couple of days was beyond less than satisfactory. There is no excuse or reason I should have not gotten through to anyone after calling and texting 10 times. Was the contract changed after my attempt at service? Because the contract I received stated that I was entitled to a refund upon cancelation prior ro a carrier was scheduled. Again, due to the extremely poor communication from your team, I know there was no carrier scheduled. I am unable to attach any documents to this thread to show there was no carrier scheduled. I am unable to attach my documentation of all my failed attempts to reach you team as well. Business Response /* (4000, 24, 2021/10/01) */ Hey *******, Please send all documents or proof to *************@FlyByAutoTrans.com *******, I understand your frustration and I understand. It is unacceptable on our end that you could not get in contact with us. It shows that there was a carrier dispatched, but if you can send any proof to my email, that would be great. Secondly, your payment has already been refunded about a month ago. I sent you an email with proof of refund. Lastly, I hope there is a way we can resolve this issue and close the case. Again, our main focus is our customers satisfaction and we will go the extra mile to help them any way we can. Please let me know if you received the refund, and how we can close this case and get this issue resolved. Thank you,

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