NATIONAL AUTO TRANSPORT, Inc., Miami, FL - At the beginning of May, 2004, I was contacted by Lance Croix to discuss a quote to transport my vehicle from Mountain View, CA to Fairfax, VA

NATIONAL AUTO TRANSPORT, Inc., Miami, FL - At the beginning of May, 2004, I was contacted by Lance Croix to discuss a quote to transport my vehicle from Mountain View, CA to Fairfax, VA

NATIONAL AUTO TRANSPORT, Inc. Miami, FL At the beginning of May, 2004, I was contacted by Lance Croix to discuss a quote to transport my vehicle from Mountain View, CA to Fairfax, VA. I discussed with Lance that I was being transferred in my organization to a law firm in Washington DC, and it was imperative that my vehicle be picked up on June 7th, 2004 with delivery on June 14th. He indicated that he couldn’t guarantee my car would be picked up on the 7th, but if we put down a range such as June 7-8th, we should be covered. The attached contract even states the estimated pick up to be June 7-8th. I signed the contract (which was a one-pager, faxed) and returned it back with my credit card number for the $200 deposit. This morning, I received a call from Greg at the local terminal in Livermore. He indicated they would not be picking up my car until June 10-11th. I explained to him that I was boarding a plan on June 11th, and would not be here to hand over the car. He suggested I contact NAT to discuss. This afternoon, I contacted NAT at 888-628-2886 and asked to speak to Lance. I was told by Jennifer (the switchboard operator) that I would need to contact Customer Relations at 800-446-0929 to discuss my transport. I did so, and spoke with Barbara Berger, a representative in Customer Service. I explained my concerns to Barbara, that I was contacted by the terminal and they had on their records that my car “would not be available” until June 10-11th. Her response was “If that’s what they told you, that’s right.” I explained that that was not what Lance Croix and I discussed, and she very condescendingly responded, “Ma’am, if you took the time to READ your contract, it clearly states that was an ESTIMATE (raising her voice) and any verbal agreements you had with Lance is superseded by our contract… Did you even READ it?” I explained to Barbara that I didn’t appreciate her tone of voice with me, and I reminded her that I was a customer. Her response was “Just because you’re a customer doesn’t mean you’re right!” I then asked to speak to her manager, to which she responded, “AND you don’t need to YELL IN MY EAR!!!” (she cupped her hand around the phone and screamed in my ear. I again asked to speak to her manager and she said she didn’t “have a manager, only a supervisor” and that her supervisor wouldn’t do anything to help me either. She then abruptly put me on hold. Several minutes later, a Nancy Francis came on the line and identified herself as a supervisor. I explained the service I had just received from Barbara, to which she responded in a very inconvenienced tone, “sorry, now what can I do for you.” I explained the entire order again to Nancy. She was ultimately more rude than Barbara, even going so far as to say “Ma’am, you didn’t call the National Psychic Network, you called National Auto Transport!” I explained that I was boarding a plane for Washington on Friday June 11, and she responded by saying that “it’s your fault that you didn’t plan on having your car picked up sooner, that is NOT our fault OR our responsibility! Maybe you should have planned better!” She then asked if I reviewed my contract, particularly the “reverse side”. I told her at the time of my signing the contract I only received the front copy via fax. Her response was “Well, as a consumer, it’s your responsibility that if you see the words ‘reverse side’ that you make sure you actually have the reverse side. Again, that’s YOUR fault!” I asked to speak to her manager, and she responded by saying that she was not required to give out that information. She even said, “You can deal with me.” I expressed to her that her customer service skills were deplorable and she responded by saying “Thank you very much!” I asked over and over again for her manager’s name and she repeatedly refused to give it to me. She then hung up on me. I called the 888-628-2886 number again and asked to speak to the Director of Customer Service. I was routed again to Nancy Francis. I identified myself, and she repeated my name. I then heard an outburst of laughter from no less than two individuals that were clearly in the same room with Ms. Francis. Again, I asked to speak with someone above her and she responded, “You don’t seem to understand, there’s NOTHING we can do for you. If they say your car won’t be picked up until June 11th, that’s when they will pick it up. We are a BROKER. Do you understand what a BROKER is?” Finally, she did disclose that her manager’s name was Ms. Ostrensky. I asked for a first name and she said, “I don’t address her by her first name. I know her first initial is ‘R’ because it is on her door. That is all I will tell you. And you can complain if you want but it’s not going to get you anywhere.” I expressed my desire to cancel the whole thing based on the treatment I received. She literally laughed at me and said, “It doesn’t matter to us if you cancel because the contract CLEARLY states if you cancel, we keep your $200 deposit, and there’s NO WAY you’ll find someone last minute to transport your car… but BE MY GUEST!!!” At this point, this entire ordeal had taken over 2 hours of my time (at work) in telephone calls back and forth with these individuals. I left three messages with my sales representative, Lance Croix, and he has yet to return my phone calls. To say that I was exasperated and distraught is a gross understatement. I then researched the internet and found that Mr. Goldberg is the President and Owner. To my amazement, I reviewed innumerable complaints about your company. Everything from poor customer service to broken contracts. I only wish that I had had more time to research this company before committing to using their services.

P, Valerie

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