All,
Auto Rail might be someplace you want to avoid if you are shipping a car from Canada to Florida. Please read the following letter I sent to them recently.
Dear Mr. Giovanetti;
I am writing to bring something to your attention. I hope that you can change a bad impression I have acquired after contracting with Auto Rail.
In late July and early August, after visiting your office and meeting you and others regarding shipping my car to Florida from Bedford, I chose to use Auto Rail to ship my 2001 Ford Taurus to Tampa Florida. The information I was given was that it would take approximately 8 to 12 days to complete the move.
I turned my car over to your office on August 25th. At that time I was told the car would probably be picked up by a driver later in the week.
On August 29th, I called to see how the transfer was going. I was told my car would be moving across the border on September 2nd.
I was scheduled to leave Canada on September 2nd and had hoped to still be in Canada and able to contact the U.S. Customs office at the border, in case there were difficulties.
I left Canada by plane, somewhat confident that my car would be moving across the border at about the same time I was.
I called about September 4th to see if the move across the border had gone well, and to find out where the car was along the route to Florida. The person I spoke to said “I have no idea” when I asked where my car was. I asked if there was someone who might “have an idea” that I could speak to. I was placed on hold for a time. When they returned to the phone, it was explained to me that “the dispatcher was not answering the phone” and they had left a message for him. They further said that when the dispatcher called back and they found out anything they would call me back. I was not called back.
The next day I called again to inquire as to the location of my car. I spoke to a different lady who was willing to help. She said she would check on my car and call me back. Four hours later, after no call back, I called again to see if anything had been discovered. The same lady who answered previously told me the phones had been shut down and she was unable to call anyone. She was behind on all of her work but would try to find out something. If she found out anything she would call me back. Again, I was not called back.
On September 8th, I believe, I called again to check on the whereabouts of my car. I was starting to wonder if perhaps it had been stolen. I was told the car was still somewhere in New Brunswick waiting for a few more cars to make a bigger load. They weren’t sure what day it would be crossing the border.
During the week of the September 8th, I was moving my belongings into my new address in Florida and so let the week go by without calling your office.
Around September 12th, a message was left for me from a lady in your office saying that your office had no valid delivery address in Florida. I had left a map and address as well as names and phone numbers when I left the car at your office two weeks prior. I immediately called your office to inform the person of the correct delivery address. I reminded them of the map I had provided. They remembered there was a map in the file and apologized.
On September 15th, I believe, I called to check once more to on the car. GOOD NEWS! The car had crossed the border without any Customs difficulties and was now in Massachusetts. The lady I spoke to told me my car would be in Tampa by the end of the week! This was certainly good news.
I contacted the Ford dealership in Brandon, Florida to advise them to be on the lookout for my car, which should be arriving before the end of the week. They were happy to help me and said they would call me when it arrived
On Friday, September 19th, after not hearing from Auto Rail or Brandon Ford, I called your office to check once again. I was told my car was now in New Jersey. I was momentarily speechless. New Jersey? I asked. “I know” was the reply.
On Tuesday, September 23rd I called Auto Rail and was told my car would definitely be in Tampa on Wednesday or Thursday of the same week.
On Friday September 26th, I was called by Brandon Ford and told my car had arrived the night before. I went and claimed my car. I was not called by your office.
I found the car to be in good condition except for some personal trash left inside by whoever had driven it during the transfer.
It was apparent, by the empty manila envelope I found in the car, that the release by U.S. Customs was gained by utilizing the duplicate documentation I had placed in the car. I had done this in case the originals documents I had given your office were lost or not available.
I had been assured by your agents that the originals documents for release, which I had provided your office, would be attached to the waybill and would definitely be given to U.S. Customs when the car crossed the border.
Fortunately for me, these were the documents that were used for entry and release purposes.
In all, the car took 31 days to travel 3,258 kms. That translates to an average speed of about four and a half kilometers and hour. That is about the same speed of a person walking.
I believe you would agree that what I experienced, during the time my car was in transit, was extraordinary. I would hope it was also unprecedented.
I had given a great deal of money to Auto Rail to move my car, in a timely manner, to Florida. The move was certainly not done in a timely manner. I spent a great deal more money because I was without the use of my car.
In consideration of all the aforementioned, I believe it reasonable to ask you for a partial refund of the contract price; twenty five per cent is the amount I am asking to be refunded.
I look forward to your response.
Sincerely,
Thomas W. Scott
His Reply to me;
Subject: Re: Problems with my car transfer to Florida
HiDebbie in our claims dept will review.TksGerryCc. Chrissy
Sent from my BlackBerry® wireless device.
I waited a month and got no answer. I sent another message...
Gerry,
It has been another month.
Can you please tell me what the status of the review is?
TW Scott
His answer and then mine....
Subject: Re: Problems with my car transfer to Florida
No statusThere is no opportunity for a claim..Sorry
Sent from my BlackBerry® wireless device
I was hoping it would not come to that, but I imagined it would. Why would you want to do the right thing if it costs you money, right?
I'll be sure to recommend your company to all my associates who have time and money to burn.
Thomas Scott
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