Complaint Review: AAA Motor Transport - Lake Park Florida

We found this company through a Google.com search. I called and spoke with Paul, who is also considered an owner according to the Dispatch Manager/Supervisor. Paul helped me make arrangements and make calls to the "driver" Keith to communicate my arrangement. I had a special request for the driver and Paul put me on hold to verify everything with Keith. According to Paul, Keith agreed to my arrangements and asked that $50 be added to the bill, per my unusual request. We all agreed and the charge was added.

I received a "docusign" contract through my email and made arrangements to have the RV picked up on 11/23, Tuesday. Paul gave me Keith's number to contact him if I had any questions about pickup time or anything else. I booked our transport on a weekday the previous week of the 23rd. I waited until the following Monday to contact Keith, just as Paul told me.

I called Keith on Monday, 11/22 to ask about our pickup time and he began to beat around the bush until he ultimately got to the point that he didn't have anything for me because of the weather and had to wait until he heard from his drivers. I was told by Paul that Keith was my driver, so you cannot begin to imagine my frustration when I realized I had to go through a second person to figure out when and how to get my RV transported.

You see, Paul just sets up the transport and then contacts a third party that uses other drivers. Needless to say, I have been going in circles with poor communication on everyone's end. Keith didn't know when he would be picking up our RV and he didn't have a driver for me at the time. I understand that no one can control the weather, but it was very unsettling for me to hear that I didn't have a driver set or a pickup date or time available to me. All of this was on the day before we were scheduled to be picked up. They say they are 24 hours 7 days a week. Why did no one contact us to update us on the change in schedule or anything? There were at least 4 people that I was in communication with on this, and still, I had more issues than worth mentioning.

After discovering that we were back to square one, Keith then went on to ask me questions about my RV that Paul had already asked. At this time, I was packing and preparing for a last minute pickup and didn't want to go over my entire order again. He also asked how we would be getting up to the RV. He had no knowledge of my request through Paul, and could not, for the life of him, recall why there would be an additional $50 charge for my request.

If you don't remember, Paul actually placed me on hold to speak with Keith about my request when I first called AAA Motor Transport. Keith made me very frustrated. He told me I would need to discuss the charge with the person I spoke to originally and then he began to go on about his situation and how he was at the airport and had lots of trucks and drivers, but couldn't find one for me at the time.

I needed to get off of the phone with him and discuss the $50 charge with the person I booked the transport with (Paul). I called Paul back and got the Dispatch Lead. We discussed the $50, they called Keith and there was still clearly confusion there because they ended up saying they would take off the $50, leaving us with a remaining balance of $950 for the driver upon delivery - all in accordance with AAA Motor Transport's contract.

I requested a new document, with the revised total, to be sent to my email because I had already signed an agreement to pay $1000 to the driver. The dispatch told me they would resend me the new agreement, which I never did receive. I would be more than happy to receive something to my emial whenever any of them have the time.

To sum it up, the driver drove top speeds from TX to CO during a winter ice storm, which left our RV filthy and there was actualy asphalt from the roads inside of the RV. He left our RV too close to the sewer and power and almost hit a neighbor while setting up. According to our neighbor, the driver was "in a hurry". He accidentally kept one of our electrical cables and had to come back to return it 2 days later. 

When he came back to return the electric cord, we did have him adjust the RV to the proper distance away from the electrical and sewage. We then paid him cash, his request was $100 more than the agreement we had with AAA Motor Transport. He said he was having his own problems with communication with Keith and told my husband that he would be resigning at the end of the week.

I was also told by my driver that Keith bragged about making me upset and cry on the phone. I was really upset about finding out that we paid $520 to find out 3 days later that no one knows what they are doing at this place and that their system clearly doesn't work.