Complaint Review: Direct auto carrier

I hired this company to ship my 2018 Honda Odyssey across country from New York to California. I worked with James O’Connor. He charged me a deposit of $195 on 4/28/18. My car was supposed to be picked up on 5/14 or 5/15. On 5/15 they called my wife and said the driver was stuck and wouldn’t be there that day.

The following day another company called my wife and said they would pick up the car instead. My wife was confused by that and called James to get clarification. James then yelled at her and didn’t clarify anything. That experience caused us to cancel the order. When I called to inquire about a refund of my deposit, James apologized and assured me that they’d issue a refund. He then went on about how the industry is tough because of brokers and how I should definitely not use another company that he named.

I made a recording of that call. A couple weeks later, I hadn’t gotten my refund so I called again. I left a voicemail with James on 6/6/18. On 6/7, James left me a rambling voicemail telling me that his manager said they’d done their part finding a driver and that they weren’t going to issue a refund. He went on and on about how unusual the whole situation was and that they had to pay the driver etc, etc. Throughout the whole experience there was a great lack of communication and horrible customer service. They yelled at my wife, charged me a deposit for a service never rendered, promised a refund and never provided it, and slandered their competitors.