Complaint Review: Town & Country Auto Transport - Wilton Manors Florida

As the owner of Town and Country Auto Transport It is obvious why I must answer to the allegations made by the anonymous author. Although it is difficult to give specific details on this specific case due to the author will not reveal his/her identity I will explain our process. When a consumer is looking to move a vehicle they use the internet to search for companies. A consumer comes to our website and reads the information which is very clear and detailed and explains the entire process from beginning to end. The consumers then submits their information to us via our online quote form. When we recieve this information we reply to the consumer with (2) emails. The first email explains the entire process to them and explains how the vehicle will be transported. The second email again explains the process and supplies the consumer with the quote based on the information they supplied. Once the emails have been sent, the consumer will be contacted by one of our transportation coordinators in order to answer any further questions the consumer might have. Now up to this point we DO NOT ask for specific addresses and we definately DO NOT ask for credit card information. If the customer decides they do want to reserve space on a truck and want Town and Country to work on their behalf this is the time that we do require the customer to give us the specific points of pick up and drop off, and yes at this time and only at this time do we request that they provide the form of payment they wish to use for our brokerage fees. During the reservation process we clearly explain that their credit card will be charged the fee (usually $200.00 which may vary depending the the type of transport). Once we have obtained the required information needed to move their vehicle then it is turned over to the disptach department who are responsible for assigning the vehicle to a specific carrier. The dispatch department faxes the customer the authorization form needed to ensure that once the vehicle is assigned and the truck shows up at the point of pick up there will be a car there to pick up. To make it easier to understand I would compare it to making a reservation for a hotel room. Our responsibilty is to obtain a qualified carrier, qualified meaning that the carrier as authority from the Department of Transportation to transport vehicles, that the carrier has the appropriate insurance, that the carrier does not have excess accidents and damage claims and that the carrier has a good track record with us and other companies in picking up and delivering vehicles on time. Once all of these requirements have been met is the only time we will assign a car. Approximately 85 % of the companies customers contact will be brokers due to the simple fact that most carriers do not advertise since they get most of their work from brokers, it simply would not be cost effective for them. Another reason is that if the consumer did get in touch with just one specific carrier most would not know what is required by the Department of Transportation. Another reason that most consumers utilize our services is because of the following; imagine if you made a reservation directly with one specific carrier (who normally only has 1 maybe 2 trucks) and for what ever reason at the last minute he cancels due to mechanical reasons, you would have to start you search all over again thus delaying your transport significantly. With a broker if 1 carrier cancels we have other carriers at the ready to step in and transport your car. In response to the anonymous authors claim about Town and Country making false claims about owning our own equiptment. I do applaud his research on the company however had he checked with the Department of Highway Safety and Motor vehicles he would have found that YES we do infact own a 8 car carrier and a 7 car carrier. He would have also found that we have carriers that are under EXCLUSIVE contract with Town and Country Auto Transport that can only transport vehicles for Town and Country Auto Transport. As far as poor reviews, of course I wish that this was a perfect world and that Town and Country had no such reviews however the reality is like in any business, we strive to move our clients cars as quickly and safely as possible however it is impossible to satisfy every single customer 100 %. Town and Country transports approximately 20-30 cars per day. Since the beginning of this year we have arranged transportation for over 5000 cars and out of these 5000 + cars we have generated approximately 10 poor reviews. I wish to have generated none of those reviews but considering the volume it is not uncommon. In reponse to my personal information and those of the other officers of the company. I have nothing to hide this is why I post a physical bussiness and home address for everyone to access. I know I run an honest business and that is why I dont not hide behind PO Boxes and Coporate Names like almost all other companies do. In response to the allegations of being under investigation by any law enforecement agency, I no of no current, pasr or future investigations into any criminal acts. The simple fact is that we follow the DOT, Florida State and all other applicable laws. Aside from the laws that govern this industry the most important reason that we do not enage in or condone such activity is for moral reasons. I am saddend that this customer has had such a poor experience with Town and Country Auto Transport and if they would reveal themselves I could find out the reasons behind such allegations. I do applaud websites such as this one that informs consumers on possible companies that might take advantage of consumers and I definately applaud them for allowing the company to respond. It is important for the consumer to know all the facts behind the allegations and the company that they might do business with.

The parent company for Town & Country is Royce Enterprises, Inc. They are doing business as "Town & Country Auto Transport" in Ft. Lauderdale. Their website address is www.move-auto.com.