ComplaintsforUnited Routes, LLC

• Initial Complaint

  05/19/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  I was given a quote for enclosed transport of my vehicle across country. I was then given a more expensive quote for expedited service. I elected to go with this option, I was pressured telling me that a driver was waiting to pick up the vehicle and to sign the contract, I did so and was then told I waited too long and the driver had moved on. I was been given a premium which was a dedicated team driver situation where my car would be transported in a trailer on its own with a two drivers for fastest delivery.I wanted the car and paid the premium. Once the contract was signed and they had 50% deposit, thats where the service stopped. The car was picked up three days later than it was supposed to be and I was told multiple times that it would be picked up, none of which were met. The dealership actually started calling me asking me when the car would be picked up. The car was finally picked up and I was told I would have direct communication and regular updates as to the progress of the car from the dispatcher. I got one photo of the car loaded on a trailer behind a pick up truck. I was given the drivers cell phone Number but he never responded to calls or texts. I would have to call the dispatcher who told me the car was on schedule. They missed the original delivery date and I was told the car would arrive Sunday morning. I called the dispatcher again on Sunday morning, his response was he had to check with his driver. He was unaware the driver was stopped overnight, they ended up dropping my car off at 10 at night and I had to walk to a random parking lot to meet them, it was even the wrong parking lot and different from the one I told them. The driver asked for no identity verification and just handed me the key to the car with a digital pad to sign. Anyone couldve taken the car. When I complained I was promised a refund that didnt even bring it down to the standard pricing! The refund was never processed and I had to file a complaint with credit card.

  

  Business response

  05/24/2022

  Hi ****,

  We sincerely apologize for this unfortunate hassle. It does seem that a significant refund was processed for you last week.

  While it's not common, once a in awhile, a transport/communication does not get completed properly.

  We are taking steps internally to better understand the breakdown in communication. Your transport is being properly addressed with your agent so we can do better moving forward.

  If you have any additional questions please feel free to reach back out and we can put you in touch with a supervisor.

  Kind regards,

  Team United

   

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