North American Auto Transport - dispatch@naatransport.com

Business type: Auto Transport

Business address: 110 Field Street, W. Babylon, New York 11704

Business telephone: 866-760-7660

Account of Barbara Heusser’s experience with North American Auto Transport.

On August 16, 2006 I made a reservation with a Sales Representative named Devon to transport my 1969 Chevrolet C10 truck from West Haverstraw, New York, to Highland, California. I was told that my truck would be picked up on August 23, 2006. I told him that was acceptable, as I needed it picked up before the end of the month because I had to be out of my apartment by August 31, 2006.

I paid the company a deposit of $150.00, which they withdrew electronically from my bank account. I was also advised to have a money order for the balance of $962.00 ready at the point of delivery. I took care of this and, in case I wouldn’t be there when the truck arrived, mailed the money order to my family at the Highland address.

The truck was not picked up on August 23, 2006. The company did not call me to explain why. I had to call them and was told by a person in customer service named Stephanie that it would be picked up August 30, 2006—with no explanation as to why the date had changed. This, by the way, was in direct conflict with the terms and conditions of the contract, which stated that the truck would be picked up within 3 – 5 days of the original date of August 23.

On August 30, 2006, the truck was not picked up. Stephanie promised me it would be picked up by September 1, 2006. This wasn’t acceptable to me (as I would be moved out by then) but what could I do? As I had no bargaining room with the company and they were unwilling and/or unavailable to offer a refund or adjustment in the balance of monies due, I was “over a barrel.” I made arrangements with a friend to park the truck at her house and gave this changed address to North American.

On September 1, 2006 the truck was not picked up. I was told it would be picked up at 5:00 p.m., after my last day of work. I called the company at 5:30 pm, but was only able to speak with a sales rep, who kept me on hold for thirty minutes. I was finally told “they were going home for the long weekend,” and that no one would be in the office until Tuesday, September 5.

That evening (9/1/06) I emailed the company demanding my initial deposit of $150.00 back, and to cancel the contract. I decided I would make other arrangements once I got to California. I got no response to this email.

On September 5, 2006, as I was traveling across the country, I received a call from the driver of a third party trucking company that was to pick up my vehicle. This man said that his company wasn’t even contacted by North American until September 1, 2006. Additionally, he’d been given the wrong address; North American had not updated him about the second location (my friend’s) where I’d been compelled to leave my vehicle. He promised to call me back once truck was on the carrier. He failed to do so, but when I called him back that evening, he confirmed that it was on the carrier.

On September 6, 2006 I called AutoLog, a company that tracks shipments, to find out when my truck would be delivered. They said it would take 3 weeks, with delivery on September 25, 2006!

On September 25, 2006 I called AutoLog again to check on the delivery status and was told it was at a towing yard near Highland where I could pick it up. This was another violation of the terms of my original contract with North American that stipulated my vehicle would be delivered right to my door. I called North American, and was told I would have to wait a week to have it delivered to my Highland address. I asked them to call me back to confirm this, but they never did.

By this point I was so disgusted that I went to pick the truck up myself. The towing company took my money order for the remainder of the balance. They had to jump start the truck because the battery was dead. I drove it off the lot, but about a mile down the road, the vehicle died. I then had to have it towed to my home.

I’ve paid North American a total of $1,112.00. At this time I’m seeking restitution in the amount of $400.00. This company is at best wildly incompetent, but more probably dishonest. I can’t express the frustration and aggravation I experienced each time I had to deal with them. I have called North American, usually speaking to Stephanie, asking for restitution. She told me she couldn’t help me but would have someone call that could. Not surprisingly, no one ever has. I have sent a certified return receipt letter to Ruth Ann McDermott, Sales Manager and Tina Cush, President. (Copy enclosed.) They have not responded, which is why I’m contacting you.

Ideally, this company would be investigated by some government regulatory agency. However, more realistically I should probably concentrate my hope on getting some refund from North American that might—in however small a degree—stimulate the company to more professionally and forthrightly deal with customers. I’d like other prospective customers to know something about the company they may choose to deal with, and am determined to pursue this until (a) I have some monetary satisfaction and, (b) do what I can to warn others who may be similarly abused.

Many, many thanks for whatever you can do and/or suggest. As you can see from my letter, I’m no longer going to waste time trying to reach any company rep on the phone; if they’re open to a refund, they can email me to learn the amount I’m seeking.