• Report: #654378

Complaint Review: Castle Luxury Auto Shipping (C.L.A.S.S.)

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  • Submitted: Sat, October 23, 2010
  • Updated: Thu, December 02, 2010

  • Reported By: Stranded — Clearwater Florida United States of America
Castle Luxury Auto Shipping (C.L.A.S.S.)
2100 West 76th St Hialeah, Florida United States of America

Castle Luxury Auto Shipping ,C.L.A.S.S., Owned by Susan Castillo and run by Lienne Paez. NO SHOW Hialeah, Florida

*Author of original report: Lies beget more lies

*Consumer Comment: CASTLE LUXURY AUTO WAS A NO SHOW FOR US TOO!

*Consumer Comment: CASTLE LUXURY AUTO WAS A NO SHOW FOR US TOO!

*REBUTTAL Owner of company: castle luxury auto comes through as promised!

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I had arranged nearly 3 weeks in advance of a pick up from FL to CA. I explained to the sales rep that I had a narrow window to work within to get my vehicle picked up as I travel out of state for work. The salesman was knowledgeable, courteous and professional, and said that wouldn't be a problem, they have a certain list of drivers they use that are dependable and reliable. So, I went ahead with the down payment of $190. This was for Order # 6598-GS.


When the day of the transport came, I called to confirm. At that point I was told they didn't have a driver and were working on it and would give me a refund if I liked. I asked if they had known they didn't have a driver, why didn't they tell me a few days in advance? It's now literally at the last minute in trying to find a transporter. I was transferred to a supervisor, Barbara. She went on to try to arrange some deal which made no sense (the price didn't change, it was just paying the driver the full amount and getting the deposit back). When I stated things just kept getting worse, she said I was a "negative person, don't take it personally". I was offended! I advised I was stating the facts, it had gotten worse, it wasn't personal between her and I. She then proceeded to talk over me stating we are on a recorded line and wasn't going to lose her job because of me. I advised her that the recorded line is fine, I am not yelling or swearing or making derogatory remarks. She then said call back when I can speak to her normally and hung up me. Yes, that's right, hung up on me! The picture of unprofessionalism.


So I called back, a dispatcher rep answered the phone who was polite and courteous and stated the supervisor was out of her office. Go figure. So I asked her to just refund my deposit and I'll find someone else.


Bottom line experience: STAY AWAY FROM THIS COMPANY. PAY A LITTLE MORE IF YOU HAVE TO , THEY ARE NOT WORTH THE LITTLE BIT OF SAVINGS. CUSTOMER SERVICE IS AS WORSE AS POSSIBLE OUTSIDE OF A 3RD WORLD COUNTRY.


To make this case even more unbelievable, per an email from the salesman the next day: The company is owned by Susan Castillo, and run by Lienne Paez. There is no Barbara, Beth, Sharon, etc. They are all Lienne who is good at changing her voice. They manage to ship about half of the orders that they book. and screw over the rest. They had me convinced that messed up orders were cheerfully refunded. They aren't. They promise refunds in the hopes of dragging things out past the 60 day limit for filing a charge back.  Wow. Now I know why she was trying to make some deal related to not disputing my deposit.


THEY ARE SCAMMERS! BE FOREWARNED!


This report was posted on Ripoff Report on 10/23/2010 11:20 AM and is a permanent record located here: http://www.ripoffreport.com/r/Castle-Luxury-Auto-Shipping-CLASS/Hialeah-Florida-33016/Castle-Luxury-Auto-Shipping-CLASS-Owned-by-Susan-Castillo-and-run-by-Lienne-Paez-N-654378. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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REBUTTALS & REPLIES:
1Author 2Consumer 1Employee/Owner
Updates & Rebuttals

#1 Author of original report

Lies beget more lies

AUTHOR: Stranded - (United States of America)

No profanity was ever used toward any of the Class representatives, though it was very deserved. There was never any attempt to call me back. I had to call them.  The manager, if there really is one and not just the one person changing her voice named Lienne, hung up on me for simply stating the situation was getting worse. I shouldn't expect any less of a flagrant lie from this company considering what they put me through.

Trust me.  I would not go to this effor in my time if I had not been treated so very unprofessionally and fraudulently. My only reason for spending the time I have on reporting this company and submitting a response is so that no one else falls for their scams in the future. I wouldn not want to see anyone treated the way I was.

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#2 Consumer Comment

CASTLE LUXURY AUTO WAS A NO SHOW FOR US TOO!

AUTHOR: Shar - (USA)

Castle Luxury Auto is exactly like the person explained in Hileah Florida No Show. They did the same thing to us. We gave them 1 months notice and it wasn't until we called to confirm the time the truck would be showing up that they asked if they could come on the following day. We were moving the morning of that day so we said no it would not work. They said they would call us back and they never called. This was on Saturday. We tried to call them but they were closed the rest of the weekend. They never showed up to pick up our car. Each day they said they would find a driver and each day they didn't. We kept asking for our money back and were told they couldn't refund it that we had to try to get it back from our bank because they changed merchants. I said I was going to sue them and someone who claimed to be a supervisor named "Cat" said they would be happy about that because we would have to travel to Florida and their industry was not regulated by the government. They were rude, unprofessional and left us stranded on the day we were moving with no recourse. Do not take the chance on this company. They may come through for some but do you want to take the chance that you may be one of those that are stranded?


Their rebuttal is not true. If they write a rebuttal to this statement then they are lying. DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES!


On happy note we were able to find a reputable company that moved our car and kept us informed every step of the way. They did not charge a deposit and only collected money at the other end when it was delivered. If you need to find a company to move your car call a local moving company and ask who they use that operates in the state you live in. They will be reputable because they do not want to alienate the mover who uses their services on a regular basis. It was a little more expensive but we had the piece of mind that the company was honest and operating in our best interests. You car is a huge investment. Do not trust it to Castle Luxury Auto.

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#3 Consumer Comment

CASTLE LUXURY AUTO WAS A NO SHOW FOR US TOO!

AUTHOR: Shar - (USA)

Castle Luxury Auto is exactly like the person explained in Hileah Florida No Show. They did the same thing to us. We gave them 1 months notice and it wasn't until we called to confirm the time the truck would be showing up that they asked if they could come on the following day. We were moving the morning of that day so we said no it would not work. They said they would call us back and they never called. This was on Saturday. We tried to call them but they were closed the rest of the weekend. They never showed up to pick up our car. Each day they said they would find a driver and each day they didn't. We kept asking for our money back and were told they couldn't refund it that we had to try to get it back from our bank because they changed merchants. I said I was going to sue them and someone who claimed to be a supervisor named "Cat" said they would be happy about that because we would have to travel to Florida and their industry was not regulated by the government. They were rude, unprofessional and left us stranded on the day we were moving with no recourse. Do not take the chance on this company. They may come through for some but do you want to take the chance that you may be one of those that are stranded?

Their rebuttal is not true. If they write a rebuttal to this statement then they are lying. DO NOT USE THIS COMPANY UNDER ANY CIRCUMSTANCES!

On happy note we were able to find a reputable company that moved our car and kept us informed every step of the way. They did not charge a deposit and only collected money at the other end when it was delivered. If you need to find a company to move your car call a local moving company and ask who they use that operates in the state you live in. They will be reputable because they do not want to alienate the mover who uses their services on a regular basis. It was a little more expensive but we had the piece of mind that the company was honest and operating in our best interests. You car is a huge investment. Do not trust it to Castle Luxury Auto.

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#4 REBUTTAL Owner of company

castle luxury auto comes through as promised!

AUTHOR: castle luxury - (United States of America)

Castle Luxury Auto Shipping stands by its word! Let's start with the first statement.  3 days is not 3 weeks! So yes this customer is correct when he says he had a narrow window. (a very narrow one) As a shipping BROKER we are in the difficult position of having to educate first time shippers of how the industry functions.  The auto shipping industry is certainly a very intricate one encumbered with multiple difficulties and variables which brokers, have no control over.  Now 90 percent of the industry IS a broker; hence we monopolize the industry.  However the elite 10 percent which are the carriers truly have control of the supply in the supply and demand part of economies of scale and economics.  When we book the order we utilize our Transport system software to view how many carriers are in the potential pick up area! If we see an abundance of carriers  then we book the order hence the probability is higher of immediate or actual pick up! However these variables kick in EVEN if a broker does their due diligence when carriers overbook their loads or rigs and the available spots their rigs possess.  They then call to cancel sometimes due to their miscalculation.  We then have to find another reputable driver to pick up the load! THIS IS WHY WE REQUEST A WINDOW OF MINIMUM 7-10 DAYS PRIOR TO THE FIRST PICK UP DATE AND IF ANY SPECIAL CIRCUMSTANCES NEED TO BE ADDRESSED WE ADDRESS IT WITH PLENTY OF TIME.  This was not the case whatsoever so yes when challenges presented themselves we were working with 3 days total time frame.  We Do issue refunds as he states of course we are a legitimate company! And we even went above and beyond the call of duty by doing a freebie for this gentleman.  Meaning we would still find a driver work literally for free and here it is where it states the deal made no sense? Profanity is not tolerated yes by any company nor should it be so the representative did instruct this gentleman of this and disconnected the line after SEVERAL attempts of requesting not to have profanity utilized. And the sale person part is completely fictitious.  I give an A for creativity though. We simply state the facts here which is abiding by the regulations of this site for our rebuttal.

If you are a consumer and have taken the time to read this odds are you are probably researching who to go with.  The auto transport industry is a very difficult industry yes, but we are still rated top 2 percent of the industry nationwide.  We are an honest diligent company who does big business and ships about 200-300 vehicles MONTHLY.  We strive to be perfect but we are certainly only human as we all are.  Any company doing big business will have complaints.  It is up to the consumer to really eliminate the outrageously expressed ones, the ones that are fictitious or sound off and you usually have a sixth sense about them.  We have references both in the carrier side as well as in previous customer DELIGHTED with our service.  If you go online you will see on our website as well as other websites the positive reviews of these individuals.  Again, in order for the world to exist there must exist the combination of different points of views, perspectives, and mind frames.  This gentleman expressed his and we rightfully stated the facts of our side.
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