Complaint Review: Stateway Auto

I will preface this by saying I run a company with customer service and understand what is right and wrong. This is by far the worst establishment I have ever dealt with. They claim to have their own drivers and control your delivery, that is a deceitful lie. They claim to beat the industry standard for 14 day pickups and do it in 1-7, that is not true. They claim to have prompt customer service, again untrue.
I paid a deposit and was told the vehicle would be picked up 2 days later. It wasn't picked up as promised (their subcontracted driver did not want to pick it up) and then the communication stopped. I have sent emails and called (left voicemails as no one ever answers) on a daily basis for about a week with 1 email response of (paraphrasing) "we got your response and will contact you." No contact; literally NONE. They don't call you back or respond to your emails. This can't even be legal. They charged my credit card $195 even though they claim to take only $1. All for nothing, they haven't picked it up and don't even respond on the status after DAYS of voicemails to numerous extensions and emails.

See the email exchange below, this was another unfulfilled promise as no one got back to me:

Thank you for contacting Stateway Auto Transport. I apologize that your order has gone past the given 1-7 day window. I will forward your information to management and have someone get back to you as soon as possible. Thank you for your patience

Sincerely,

(REMOVED for privacy)
Customer Service
Stateway Auto Transport
local: 224-900-2944 ext. 508
(REMOVED for privacy)
Customerinfo@statewayauto.com
StatewayAuto.com

On Wed, Feb 4, 2015 at 6:53 AM, (REMOVED for privacy)
wrote:
I left 2 voicemails yesterday with yet again no contact back. So far this has been the worst service possible with misleading and deceptive representation of your service. I have the time and am willing to share that thought all over the internet.
I would like to see this vehicle on a truck by Thursday. If not I am requesting my deposit back plus lost business revenue. I was under the impression per our discussions and your website/emails that you are a carrier. Our canceled scheduled pickup informed me that you were at the mercy of your contracted driver who wanted more money to pick it up. That doesn’t appear to be as you represent yourselves in control of your own trucks and drivers.
I was up front with everything this vehicle was, and chose not to use another carrier when your company said that you could do it. I would already have this truck if it weren’t for your deceptive practices. You also have charged more than the $1 deposit that you claim is all you charge.
I would appreciate a call today from someone, preferably a manager, with the plan.
 
cell: (REMOVED for privacy)

 Now their lies:
 
The majority of “auto transport companies” who populate this industry happen to be just brokers who never even see a truck! They just push off the responsibility to your vehicle unto some driver whom they never even met just so they can charge your deposit.
 
This means that we own our own trucks and we cut out the middleman for our customers.
 
Question: How long will it take to pick up and deliver my vehicle?
The “industry standard” as so many of our competitors point out, is 7 to 14 days on a coast to coast shipment and 1 to 7 days on shorter trips. We here at Stateway make it our obligation to cut those standards in half! One of the reasons we are so respected in the field of auto shipping is because of our outstanding reputation for being the most reliable, cost-efficient and fastest transporters on the market.  The reason why most other companies cannot make the same claim is because they are just brokers and do not own their own trucks. Such companies know that it is not up to them to decide how long it will take to ship your car. Therefore they say that it will take up to 14 days in order to protect themselves from being responsible if one of their contracted drivers decides to go elsewhere with your vehicle still on the truck, as is very common in those cases since the driver works for himself and not the brokerage company. Stateway Auto Transport Inc. has always viewed this lewd and extremely inappropriate practice for what it is; deceitful business. Our primary responsibility is to pick up and deliver your vehicle according to the requested dates.