Complain about a product or service

Autotrail Transporters

Bayville, NY

Humaira of Chicago, IL December 2, 2006

I contracted Autotrail to transport my car from Chicago, IL to Fresno,CA in March 2006. I had already paid half of the total due, and got a call from Autotrail 2 days before my car was to be picked up, I was told that I needed to pay the FULL PRICE of the quote prior to having my car picked up, otherwise my pickup would be cancelled. I made the full payment with my credit card (crazy, I know), and the car was picked up. HOWEVER, it was not picked up by Autotrail, but rather A-1 Auto transport, Autotrail had contracted them to do the actual transport. Upon pickup, I asked the driver if everything was in order and if they had any other issues, the driver said everything was fine, otherwise he wouldn't be picking up my car.

Autotrail was supposed to pay A-1 Auto transport a cut from the total I paid them. The only papers I signed with A-1 was the pickup invoice, with a million clauses on the back of it. To my surprise, I recieved court papers 7 months later, I was being sued by A-1 Auto Transport for 700 for services rendered!! I called A-1 and spoke with Janice. She said Autotrail never paid them, and it was not necessarily my fault. I was told I should call my credit card company and do a reversal of payment. I then called Autotrail, and asked what was going on. I had already paid them over 950 for my car shipment. I told Autotrail that I was going to do a reversal of payment, but Greg the manager told me not to take it seriously or worry because A-1 Auto Transport was just shaking down customers for more money...Is that what I am supposed to tell the judge???

I have called both companies, and left messages every week with very rude people, but no one has returned my calls, and Autotrail has now changed their name. I am now required to go to court in Calif, although I live in Chicago, and am a full time student, so I can barely afford the extra travel expenses, let alone put up with the stress it has caused in my life. I will never use either of these companies, and would never recommend them to anyone.

Joe of Fresno, CA August 23, 2006

I contracted with AutoTrail Transporters on July 13 to have my car shipped from Pennsylvania to California. I placed the entire charge (1,030) on my credit card. The car was scheduled for pick-up on the morning of July 25. On the afternoon of July 26, when the car still had not been picked up, I called the company. I was told that the driver who was to pick up the car had been delayed, and that he would be calling within the next 12-24 hours to arrange pick-up. 24 hours later, there still was no phone call, so I again called the company. I was told that the driver was still delayed, and that I could expect a phone call over the weekend.

On Monday, July 31, after still not receiving a phone call from the driver, I again called the company. They said that they could not be responsible for the delay, that the driver can arrange for pick-up up to two weeks after the scheduled pick-up date. By this point, I was fed up, and decided to cancel the contract. I was told that I would receive a full refund, minus a 250 administrative fee. The guy told me it would take up to two weeks for the refund to show on my credit card statement.

Two weeks later, there still was no refund on my statement. I called on Tuesday, August 15, and was told that the refund would be issused the following day, and within 48 to 60 hours, the refund would show. As of Monday, August 21, the refund still had not been credited. I called the company again, and was told that the person who handles refunds would be out of the office until Wednesday afternoon. At that point, I contacted my credit card company to dispute the charge. In the meantime, after cancelling the service with Autotrail, I contracted with another company to transport my vehicle, and they could not have been nicer. The vehicle was picked up within three days of contacting them, and the vehicle was delivered to California in seven days.

Nicole of Charleston, SC May 23, 2006

I arranged for the transport of my car and boat through Autotrail Transporters on March 29, 2006. At that time I was told I needed to provide my credit card information to reserve my transport but that if I needed to cancel for any reason there would be no penalty and I would get my money back in full. I told them that my car/boat could be picked up any time in April but no later than April 25 2006. I followed up with phone calls and also wrote on the contract when I sent it in that the pickup could be no later than the 25th of April. I was assured that there would be no problem with that and my car/boat would be picked up on April 24th.

When April 23rd came around I was told the truck was broken down and that the pickup would not happen till the end of the week. I told them that I wrote on the contract that the pickup couldn't be later than the 25th of April because we were moving. I was cursed and and told that I was stupid/blind/dumb/illiterate and hung up on. This was followed by claims that the truck was broken down in my state, then was never even booked, put into the system wrong, etc. It was obvious that they were just making things up and when I would question what I had been told by their representatives they would call me a liar and curse at me.

Every time I asked to speak to a manager I was told that none were availible and that they would call me back. I never recieved one phone call back from any of the call I placed to them. The times I did speak to someone claiming to be a manager they said they knew nothing and that as soon as they had an update they would let me know-which never happened. It has now been a month with no car and no assistance. I called today to cancel and was told that I had to send in a fax and in 2 weeks or so they would review my case and decide if I would get my money back.

The contract states that there will be no administration charge if AUTOTRAIL cannot arrange transport with a motor carrier within 14 business days of the original on or about scheduled date for pickup but apparently that isn't enough for them to give me my refund. 

2020.00 paid for non-shipment of vehicle/boat

David of Berkeley, CA May 20, 2006

As soon as I had reached my credit limit with Aspire they raised my interest rate to 30%, citing high balances with other companies. I had those same balances when I applied for the Aspire card.

They were more than happy to let me run my card up to the limit at the lower interest rate and then the very next month they raised my interest rates. I have been transferring as much of my balance as I can to other cards at 0% making sure there is nothing in the contract stating they can raise me to the highest rate possible because of my other cards

I read that someone paid off their Aspire Card and Aspire closed the account that day.  If they do that they'll be doing me a favor.

Keith of Hampton, GA April 17, 2006

I made arrangements with Autotrail Transporters, Inc. on March 22, 2006 to ship my vehicle from Modesto, CA to Hampton, GA. The total cost for door-to-door service was 885.00 with a deposit of 450.00 and a balance of 435.00 due at delivery of the vehicle. The pickup date was scheduled for March 29-30 and delivery in about 10 days. I received a call from A-1 Auto Transport Inc. on March 25 because they had been contracted by Autotrail to transport my vehicle and they wanted to pickup my vehicle on March 27 instead of the 29 or 30, which was the scheduled pickup dates. I said no because I wasn’t planning on being at my destination before the vehicle would have been delivered.

Well, I received a call at 6:00am on March 27 from the truck driver who was sitting outside my house to pickup my vehicle. I agreed to let him take the vehicle and I called Autotrail to let them know that I would not be responsible for any storage fees if the vehicle arrived before I did. I arrived in Hampton, GA on April 6 and called Autotrail to find out when my vehicle would be delivered. They told me they need to contract the driver and call me back. I never heard back on that day so I called back on April 7 at 10:00am. Again, I would told that they needed to contract the driver and call me back. I had not heard back from them by 2:00pm so I called back for the third time. This time a man answered the telephone. He put me on hold for a few minutes and then proceeded to ask why I kept calling. I explained that I need to know the status of the delivery of my vehicle and I’m tired of being told that someone will call me back.

This gentlemen (or lack thereof) proceeded to curse at me and call me several names before hanging up the telephone. I called A-1 Auto Transport since they were the company that had my vehicle. I was informed that they were having a payment dispute with Autotrail and I needed to pay the entire cost of the delivery of my vehicle forgetting the 450.00 deposit I already paid to Autotrail. I was told this was the only way I was going to get my vehicle. I agreed to pay the entire balance and I would contact my credit card company and dispute the charges from Autotrail. This was on Friday, April 7 and the car would be delivered by Monday, April 10.

Of course, the car was not delivered on April 10 so I called back again and was told someone would be contacting me to arrange delivery. I continued to call back each day for the next 3 days and was told the same thing that someone would be calling to arrange delivery. Finally, I went to the location and picked up my car, but I had paid for door-to-door service. These were the 2 most unprofessional companies that I have ever dealt with in my life. They proceeded to treat me as if I were inconveniencing them and in fact I was the one who was being inconvenienced because I had to rent a vehicle for transportation while they played games with me. The payment dispute between these 2 companies had nothing to do with me yet my car was being held hostage.

I was financially inconvenienced because I had to rent a vehicle while my vehicle was being held hostage.

Belle of Deer Park, NY April 7, 2006

I made arrangements in February 27, 2006 to have my car shipped from Delray Beach, Fl. to Deer Park, NY. The price was given to me at 670.00 but there would be a 200.00 addition for inspection when picking up the car and another inspection when the car was delivered. I arranged to pay half with a credit card and would pay the balance to the driver(cash) upon delivery which was fine. I received an invoice with the deposit and balance correctly noted. However, the next month I received my credit card statement and this company, without my permission, took the rest of the money without telling me.

When I called the company to question them they said that since this is a special price they needed to be paid in advance. I asked them several times to send me a paid in full receipt. Instead they sent a copy of a credit slip. That is not what I asked for. I wanted the driver to have a copy of a paid bill so there would be no problem. The car was picked up as arranged in Delray Beach on April 4 and when I asked the towtruck driver from J & J towing service about the inspection he was totally unaware of such a policy. He just took the car and gave me no receipt.

So off he went with my car and said it would probably be delivered to my by Friday of the same week. I called Friday morning to check to see when the car would be delivered and was told to call back later that day and they would track the car. When I called, a man named John answered and was very annoyed that I should be questioning about my car. He was extremely rude. I asked him about the inspection and he was even more annoyed and told me not to use this company again next year which of course I never would. When I tried to explain to him my concern that they had my money and my car he hung up on me and told me next time to use a schlock company.

As of now, I have no idea just where my car is and he said I would get it either next Monday or Tuesday. I can't bring myself to calling that company again and feel so helpless. I am a widow of 76 years old and have never met anyone so rude.

Terryl of Los Angeles, CA March 3, 2006

I placed an order with Autrail transporters on Februar 2, 2006. They were to transport my vehicle from CT to CA. They gave me an estimated date of February 7th or February 8th for the pick up. On February 8th when my vehicle wasn't picked up I called them to check the status. They informed me the driver was on his way and it will be picked up on the weekend of February 10th. I said okay. When Monday, February 12th came and my vehicle was still not picked up I called them again. They gave me the same story, that the driver was on his way give him a couple of days.

By the end of the week I called them again and they tell this weekend. this went on up until February 20th when I spoke to a representative of Autotrail and she told me that the vehicle wasn't even assigned a driver. i asked to speak to a manager but she said he was busy but she informed him of the matter and he will make sure a driver picks it up by Thursday, February 23rd. I said Okay. February 23rd rolls around and still no pick up so I call Autotrail around 4pm to check the status and the woman who answered the phone informed me that they still do not have a driver yet. I asked to speak to a manager and she put me through to a man who said he was the manager but didn't give me his name.

I told him my situation and asked him when will they pick up my car and he stated that, "He doesn't know." I asked him what does he mean and he said, "You read the contract, we gave you an estimated time, that is not a definate time and the vehicle will get there when they get a driver." I stated I understand what the contract states but I explained to him that I spoke to a Christy of Autotrail about a week ago and she told me she had a driver on the other line and they was on their way to pick up my car."

He told me no one told me that. I asked him if he was calling me a liar and he said, "Yeah, and you have a hearing problem because we don't have a Christy working here, we have a Christa, get it right! You probably didn't hear her correctly either because she didn't tell you we had a driver." He was very rude. I told him expected for him to give me a little empathy about my situation being that he is the manager and I am the customer. But he said, "I don't have to be empathetic towards me, You read the contract, the car will get there when it gets there."

My truck is sitting in a tow yard right now and I am debating on flying back to CT and getting my truck. i don't trust them now with all the disaster stories. I gave them a deposit of 570 and I know I will have to battle to get my deposit back.

Amir of Waukegan, IL February 24, 2006

I found Autotrail through a web referral, this was my first mistake as one should never go without a reference.

The lady sweet-talked me into signing a contract and asked for an upfront payment of 980 + 20 = 1000. I agreed to give an advance of 250 through my credit card. We did all the paperwork including the credit card authorization for 250 ONLY. I signed this contract on 2/7/06 and they were supposed to pick up my car on 2/09/06.

My card was charged for 250 on 02/07/06 and then without authorization they charged my card again on 02/10/06 for 750.  I started to call them from 2/13/06 to check about the pickup date. The people on the phone were extremely rude and unprofessional. They kept their conversation short and always gave me a date for the next day and when the week came to an end it would be next week.

Any talk of delay was coolly met with a contract threat of charging me for 250, at one it seemed to me that they were in no mood to ship the car and were more than happy to pocket the 250 for doing nothing. With each passing call the experience was getting worse, and on 02/23/2006 they told me that it will be picked up some time next week which in essence was any time after 02/27/06.

At this time I demanded an explanation for the delay, and my question was met with a fury of verbal assaults. This person now asked me to cancel the contract and pay the 250 fee, then slammed the phone down.

After this I called my credit card company and disputed both the charges as I still had not been provided any service and it was very clear that these people were in no mood to ship the car and were only interested in keeping the 250 deposit and the unauthorized 750 transaction. Now I am depending on my credit card company to get my money back and I would advise EVERYONE not to do business with these people.

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