Submitted by
Kal
from
:
Subject
: Incredibly awful, AVOID!
This is an extremely negative review of my experience with Universal Transport and Rose Silver. I will address each aspect of my experience -
--Initial contact: This was the only positive (but very misleading) part. I had a specific time window during which my car needed to be picked up, because I was vacating my apt, and had a flight to catch. Rose was responsive, returned phone calls and emails fairly promptly, and on Friday leading up to my Monday pickup, Rose mentioned that dispatch would contact me to reconfirm pickup.
--Weekend before pickup: Things got bad. I received no phone call from dispatch. I called and called and called Universal Transport, not ONCE did Rose, dispatch, the operator, or sales answer. I was on automatic hold with dispatch for ONE HOUR, no answer.
--Day of nonpickup: I woke up early to be ready during the specified pickup window. One hour passed, two hours passed, no one came. I called and called and called every 30 minutes, neither Rose, the operator, sales, or dispatch answered. Again on auto-hold with dispatch for 30 minutes. Finally, Rose answered the phone 2.5 hours into the 3-hour window.
She passed the buck onto dispatch, saying she's just the broker. I asked her to get ahold of them and get them to call me back. 30 minutes later, I finally spoke with someone from dispatch, who appeared to be completely in the dark about my pickup, the window of time, my flight, etc..
I described to her the fact that I had a flight, etc...she understood, and said she would find a driver and call me right back.....and then I heard NOTHING for SEVEN HOURS. I called and called and called and called universal transport. I wrote an email to Rose. My flight came and went.Finally, I decided I was done, and simply drove my car to a storage facility and parked it there.
---Aftercare: Finally, at 6 PM in the EVENING, I received a call from customer service at Universal Transport. The agent was very concerned, because in my final email to Rose, I mentioned that I had been completely let down by her and the company, and planned to write about it accordingly on review websites. He said that he was here to give me customer service, that he had a driver for me. I couldn't BELIEVE IT.
I let him know that I missed my flight, had to rent a hotel room and car to stay another night, and that apparently no one believes in answering the phone at his company. He stated that his sole job was to answer the phone, and did I dial the code for the operator? Of course I did, about 20 times, with no answer.
He then said that since no service was provided, I had NO RIGHT to post any reviews on Universal Transport...uh, no. Here I am posting.
Final Thoughts: AVOID this company AT ALL COSTS, if you want your car taken care of, and avoid an ulcer to boot. Feel free to contact me with questions. (more)
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