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Complaint Details
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Initial Complaint
03/24/2023
- Complaint Type:
- Service or Repair Issues
- Status:
- Answered
February 13 staff at Auto Driveaway, DBA U.S. Auto Movers, said they would get back to me with an appropriate refund for the difficult experience I had getting my car back from ******* in February by them. They took my car down to *******, in December, for a one month stay uneventfully.In January, I called the office in MA for directions concerning the return trip. I was told to have the car at ******************* in *************** on January 30 in the AM; My car needed to be in MA on February 4. The rig going to MA was already at the terminal. Unfortunately, my flight was delayed. I was unable to get to Canton before the office closed. I had no communication from Auto Drive Away so I presumed it arrived. On February 6, I arranged for transportation to Canton, since I did not want to have to use a rental car in MA like I had to for 6 days in *******. But, when I arrived my car was still not there. No one called to let me that. It was NOT. The employees did not know where it was. On February 13, I got a call that my car was being brought to my house. I did not ask for that to happen. It must have just come off the transport rig because it was filthy and had several small new dings.On February 20, I received a check for $100 which I assumed was reimbursement for diesel fuel prices coming down. I called the office again, was told ****** did not come down in price and that was my promised appropriate(?) refund. It was also mentioned that there was normally a charge of $100 to bring a car to someone's home. I did not ask for my car to be brought to *******, That is ridiculous. I was inconvenienced from January 30 to February 13. I paid $2600 for roundtrip car transport in one month, which should have taken less than a week. I am very sorry I did not read the comments about Auto DriveAway DBA U S Auto Movers. I have not cashed that check. It is totally inadequate. I am still waiting for an appropriate amount.******************Business response
03/28/2023
We have done business with ******************* for multiple years without incident. *********************** car was dropped off on 1/30/23 at our terminal in **************. Her requested date of 2/4 was noted. Our driver ended up in the hospital and the vehicle did not come to our terminal until 2/7. Our office always calls when the vehicles are ready for pickup, ******************* did show up to pickup on 2/6 however the car hadn't arrived yet. We always advised that vehicle transport does take up to 7 days, in this case it took 8 days. Once the vehicle arrived we offered to deliver the vehicle at no charge to ******************* to offset the inconvenience of her having to pick up the vehicle at our office. We delivered the car on 2/8, two days after it was expected, not 2/13. We also sent a $100.00 check for the upset of the late delivery, between the delivery and the check, a value of $200.00. We did not deliver on 2/13, per our records ******************* had her car on 2/8/23. We apologized for the inconvenience and the upset and our offer to deliver and compensate was accepted at that time. Please call our office for further information if needed.Customer response
03/29/2023
I would like to correct some details made by Auto DriveAway. Better Business Bureau:I have reviewed the response submitted by the business and have determined that the response does not satisfy or resolve my issues and/or concerns in reference to complaint # ********. Please add your rejection comments below; if you do not provide any details, your complaint will be closed as Answered.
I am rejecting the response made by Auto DriveAway to my complaint. I called the ************* from *******, in the
middle of December, ******************************************************************************** so that I could
pick it up on February 4, 2023. I dropped the car at the ******* terminal on January 30, 2023 as instructed. The
transport rig was there when I arrived.
My flight to Massachusetts was delayed. I was unable to get to Canton before the business closed on February 4. I was
not called about the delay or the driver's illness even though my specific needs were known. I went to Canton to get my
car on February 6, 2023. It was not there. I received a call on 2/8/2023 from an AutoDriveAway employee, who wanted to confirm my home address, as he was on the way to drop off my car. I never requested home delivery, which has a
fee of $100. How can a free gratuity be given for something that was never requested?
I had to use a rental car in ******* for six days and one in Massachusetts for 2 days so that I could manage my affairs. I
also had expected a refund for transport fuel since I assumed that price declined as had auto fuel. The office said that was
not the case and there would not be a refund for that.
I did receive a check for $100 which I assume was for the late delivery. I paid over $2000 in one months' time for car transport
to Auto DriveAway. The value of compensation expressed of $200, which included a $100 check, is totally inadequate for the
inconvenience and expenses I suffered. I have not cashed the $100 check and am still hoping a proper settlement will be made.
*****************************Business response
03/30/2023
As mentioned, we provide an estimate of 7 days total transit time from *******, in this case it arrived in 8 days. We offered compensation in the form of a delivery to the customers home to offset the inconvenience plus the $100.00 for the upsetting delay of 1 extra day. If the customer could kindly forward the receipt for the 2 days of rental in Massachusetts we would happily reimburse those fees as well.
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Contact Information
Business hours
Today,9:00 AM - 5:00 PM
MMonday | 9:00 AM - 5:00 PM |
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TTuesday | 9:00 AM - 5:00 PM |
WWednesday | 9:00 AM - 5:00 PM |
ThThursday | 9:00 AM - 5:00 PM |
FFriday | 9:00 AM - 5:00 PM |
SaSaturday | 9:00 AM - 12:00 PM |
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Get a QuoteCustomer Complaints Summary
1 total complaints in the last 3 years.
0 complaints closed in the last 12 months.