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Report: #1204701

Complaint Review: Stateway Auto Transport - Wheeling Illinois

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  • Reported By: Alyssa — Scituate Massachusetts
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  • Stateway Auto Transport 401 S Millwaukee Ave suite 150 Wheeling, Illinois USA

Stateway Auto Transport Horrible Customer Service from the Top Down Wheeling Illinois

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We scheduled transport on 12/29/14 with Rachel, who told us my car would be delivered on 1/11/15. Total cost would be $495, $195 deposit $400 COD.  The vehicle would be picked up on the 9th and we would have a confirmation on the 8th. By the end of the day on the 8th, we still hadn't heard after several e-mails and phone calls to them. Finally, I left a message on the “new order line” and got a call back in 30 minutes.  When the woman realized I was not calling about a new order she told me customer service would need to call me back. I explained that I needed to speak with someone now. She then placed me on hold for 55 minutes! It was 55 minutes not because someone actually picked up, but because I eventually had to hang up.

Meanwhile, my husband e-mailed the new person in charge of our order, Toni, who informed us he would have it sorted out. Then the next day we got an e-mail stating they had dispatched a carrier. The 9th came and went.  Called again, left more messages and e-mails. Same thing on the 10th, 11th, and 12th.  Then late in the day on the 12th we received an e-mail stating the vehicle had been "un-dispatched."  More calls and e-mails and finally my husband was able to talk to a "supervisor" who promised to fix it. On the 13th we continued to call and e-mail with no answer.  On the 13th at 5:23pm we got an e-mail stating the truck had been dispatched. On the 15th, we got a call from the driver who said he’d pickup around midnight.  Inconvenient but I honestly did not care.  Car got picked up, but the ordeal wasn’t over.

The driver called on 1/18/15 to say he'd be here on 1/19/15 and that we owed $600 COD, not the $400 in our contract. The driver said that he has a contract with Stateway for $600 COD.  Guess who is nowhere to be found...yep, can't get anyone at Stateway. We will see what happens when my car gets here but if the driver does not remove our car from the truck I plan to call the police to handle the situation.

Update: Got a phone call two hours after posting my review. According to Stateway, the additional $200 was because they "expedited" shipping with the new carrier. We were then told that Stateway would pay the $200 difference. Car got here, we paid driver $400 and all is well. We continued to get calls from Stateway all day as they are very concerned about my review. I spoke with Anna, who said to me she is one of the owners and is concerned about my review. I reiterated everything I wrote and she apologized saying she would look into the issue and that she would refund my broker fee.  Anna asked me multiple times to take down my review and I told her that I am not willing to because the facts are the facts and while I appreciate her willingness to "fix" the problem after the fact, it simply does not change what happened. Anna did tell me she can delete it for me, which I declined to allow and I sincerely hope they do not take it down without my consent. I think that it is important to inform others of what could happen when shipping their car.

Update: On 1/20/15, I received an e-mail from Mike Lowell at Stateway who again asked us to reconsider our review. Mike called multiple times that day. My husband answered and Mike said he would call him on 1/21/15.  At 7:33p on 1/21/15, he sent my husband a text saying that the meeting had gone longer than expected and offered to call the next day (1/22/15). We agreed and Mike said thank you then said that they are discussing our situation with the attorneys as well because our issue stemmed from the same source. My husband explained that it was not a website issue, it was the lack of customer service to which Mike replied that he "understands" but their manpower and resources were directed to resolving the hack (from two months ago).  He then said no one was ignoring us or being negligent, and that they were "literally under attack."  Funny thing to say to a combat veteran, but I digress. Mike told us that they are as much victims in “this mess” as we are and that our bad review is hurting them even more. On 1/22/15, Mike texted to say that he had to leave early to get his kids from daycare and asked if he talk later tonight or tomorrow. He told us he is still "battling the hackers daily."  My husband again agreed; we haven't heard from them sense.

This demonstrates that their customer service issues are systemic and I felt the need to update my post in order to show others a true and honest portrayal of this experience. I read some of these other if they are customers at all. All of the negative reviews have the same point to make about the lack of communication and follow through. The mangers at Stateway claim that this is not their typical practice but I don't believe that. If there was a zero tolerance policy for not communicating with customers or leaving them on hold for close to an hour, their employees wouldn't do it.

This report was posted on Ripoff Report on 01/27/2015 10:04 AM and is a permanent record located here: https://www.ripoffreport.com/reports/stateway-auto-transport/wheeling-illinois-60090/stateway-auto-transport-horrible-customer-service-from-the-top-down-wheeling-illinois-1204701. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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