I will do my best to relate this nightmare scenario as quickly as possible. We just lost our home and all of our belongings in a Nationally declared disaster/wildfire in Washington State and had to relocate to Tennessee in order to keep from becoming homeless. All we had left was our truck... which I hired Stateway to transport for us. First... they did not pick it up when stated nor did they pick it up during the window they permit themselves. When I kept asking them why it had not been picked up they would give me a different story according to whom I spoke with. The original contact... Rachel was so rude to me and actually began threatening me... so I refused to communicate with her.
Good luck getting in touch with these people if you have a complaint. They had a guy named Andy communicate with me and he told me that for an additional amount of money $1500 they could get my truck picked up within the next day. I agreed to that but it was not picked up as stated. 4 days later I get a call from the driver asking me for directions. His name was Rolarick Thompson from Thompson's Auto Transport in Memphis. I spoke to him as he loaded our truck on the phone. Even though he did not pick up the vehicle for weeks after the quoted pick up date... I still was able to deal with the issue.
Our truck was supposed to be delivered by Halloween but it never arrived. NOT ONCE did the so called president of this company... Mr. Mike Lowell EVER try to communicate with me as to why their website is filled full of lies and deceptive statements and he never once explained why they gave a felon without a current license to transport or current insurance the ability to have access to the only thing we had left to our names... our truck. He has also not responded to any of the communications sent by my lawyer trying to get this company to replace not only our vehicle but the tools and items inside left by people who contributed items to help us in our transition such as handmade quilts and coffee. The company now claims they are just brokers but they hired this thug to transport my truck and have done absolutely NOTHING to help us even after I gave them all the information needed to contact the driver themselves. IT IS THEIR RESPONSIBILITY!
I want my property that you people permitted to be stolen! Being kicked this hard when you are already down is not something you would want to experience on the receiving end. Time that you are held accountable for your terrible business practices and blatant negligence.
On March 2, 2015, I placed an order with stateway to ship a Nissan Murano car from New Jersey to WA state. Tim, the sale person sent me a message that states: "Standard pick up window is 1-7 business days from ready date of 03/05/2015" After waiting for my automobile to be assigned to a transporter for more than 2 weeks, contrary to 7 days promised by Stateway, I requested cancellation and sought for another shipper. Dawn Morrison Account Manager promised to find a carrier, he never did. On March 16, 2015, Pam Cohen, customer service acknowledged my request to cancel auto shipping service with Stateway Auto. On March 18, 2015, she sent another email assuring me of the cancellation. "I have emailed our cancellation dept to get this taken care of for you." On April 22, stateway Dispatch sent me an emailed that they were ready to ship. I replied and copied both Dawn and Pam stating that the transaction had been cancelled. On April 22, Dispatch replied back with: "OK we will cancel dispatch. Thank you." On April 24, my bank card alerted me that Stateway auto had charged my credit card in the amount of $195. BIG TIME FRAUD! Nobody should be allowed to go through this kind of mess and Tim, Pam, Dawn and Marissa should all be ashamed for putting a 68 year old man through this mess. REFUND MY $195 IMMEDIATELY AND APOLOGIZE!
Cancelled my order on 2/16/15 after 3 weeks of waiting. They never called or showed up. Just wasted 3 weeks of my shipping time in which I had to rent a car to get around that cost me $800
I payed on 1/26/15. Today is 2/14/15 three weeks later. My car has not even been "scheduled" to be picked up leave alone being shipped. They promise you a schedule in 7 working days and then just make excuses after excuses when you call. First 2 weeks nobody called or returned my numerous calls. I have no idea how they got high ratings on Consumer Affairs. They must have rigged their employees to post good reviews on Consumer Affairs. I will never trust the reviews on Consumer Affairs again. Shameful!!!
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
We scheduled transport on 12/29/14 with Rachel, who told us my car would be delivered on 1/11/15. Total cost would be $495, $195 deposit $400 COD. The vehicle would be picked up on the 9th and we would have a confirmation on the 8th. By the end of the day on the 8th, we still hadn't heard after several e-mails and phone calls to them. Finally, I left a message on the “new order line” and got a call back in 30 minutes. When the woman realized I was not calling about a new order she told me customer service would need to call me back. I explained that I needed to speak with someone now. She then placed me on hold for 55 minutes! It was 55 minutes not because someone actually picked up, but because I eventually had to hang up.
Meanwhile, my husband e-mailed the new person in charge of our order, Toni, who informed us he would have it sorted out. Then the next day we got an e-mail stating they had dispatched a carrier. The 9th came and went. Called again, left more messages and e-mails. Same thing on the 10th, 11th, and 12th. Then late in the day on the 12th we received an e-mail stating the vehicle had been "un-dispatched." More calls and e-mails and finally my husband was able to talk to a "supervisor" who promised to fix it. On the 13th we continued to call and e-mail with no answer. On the 13th at 5:23pm we got an e-mail stating the truck had been dispatched. On the 15th, we got a call from the driver who said he’d pickup around midnight. Inconvenient but I honestly did not care. Car got picked up, but the ordeal wasn’t over.
The driver called on 1/18/15 to say he'd be here on 1/19/15 and that we owed $600 COD, not the $400 in our contract. The driver said that he has a contract with Stateway for $600 COD. Guess who is nowhere to be found...yep, can't get anyone at Stateway. We will see what happens when my car gets here but if the driver does not remove our car from the truck I plan to call the police to handle the situation.
Update: Got a phone call two hours after posting my review. According to Stateway, the additional $200 was because they "expedited" shipping with the new carrier. We were then told that Stateway would pay the $200 difference. Car got here, we paid driver $400 and all is well. We continued to get calls from Stateway all day as they are very concerned about my review. I spoke with Anna, who said to me she is one of the owners and is concerned about my review. I reiterated everything I wrote and she apologized saying she would look into the issue and that she would refund my broker fee. Anna asked me multiple times to take down my review and I told her that I am not willing to because the facts are the facts and while I appreciate her willingness to "fix" the problem after the fact, it simply does not change what happened. Anna did tell me she can delete it for me, which I declined to allow and I sincerely hope they do not take it down without my consent. I think that it is important to inform others of what could happen when shipping their car.
Update: On 1/20/15, I received an e-mail from Mike Lowell at Stateway who again asked us to reconsider our review. Mike called multiple times that day. My husband answered and Mike said he would call him on 1/21/15. At 7:33p on 1/21/15, he sent my husband a text saying that the meeting had gone longer than expected and offered to call the next day (1/22/15). We agreed and Mike said thank you then said that they are discussing our situation with the attorneys as well because our issue stemmed from the same source. My husband explained that it was not a website issue, it was the lack of customer service to which Mike replied that he "understands" but their manpower and resources were directed to resolving the hack (from two months ago). He then said no one was ignoring us or being negligent, and that they were "literally under attack." Funny thing to say to a combat veteran, but I digress. Mike told us that they are as much victims in “this mess” as we are and that our bad review is hurting them even more. On 1/22/15, Mike texted to say that he had to leave early to get his kids from daycare and asked if he talk later tonight or tomorrow. He told us he is still "battling the hackers daily." My husband again agreed; we haven't heard from them sense.
This demonstrates that their customer service issues are systemic and I felt the need to update my post in order to show others a true and honest portrayal of this experience. I read some of these other if they are customers at all. All of the negative reviews have the same point to make about the lack of communication and follow through. The mangers at Stateway claim that this is not their typical practice but I don't believe that. If there was a zero tolerance policy for not communicating with customers or leaving them on hold for close to an hour, their employees wouldn't do it.
Was hired by Stateway Auto Transportation to transport a 2014 Infiniti Q50 for a customer of theirs from OH to FL. Contracted as a Collect On Delivery (COD). Stateway collected all the money upfront from the customer so when we arrived to deliver the car and collect payment, customer stated they already paid in full upfront to Stateway.
Called Stateway while with customer and they answered their phone. Spoke with multiple persons until Becca got on the line and said if they deposit the monies into our Bank account with Bank of America first thing Friday morning (as it was day before Thanksgiving) would we drop the car. We agreed after going back and forth as long as they changed the dispatch and contract to read 2 day Quick Pay.
Friday came and went. No money!!! Monday, Tuesday and Wednesday went not check, no deposit and no one answers any of their phones, returns emails or calls.
No one even answers any of the multiple numbers they have.
847-850-5529
847-668-2471
847-215-4724
877-848-7474
In the past month they have received 5 negative ratings and 9 additional in past 6 months.
Do NOT do business with this company as they DO NOT pay their bills.
I assume they think everyone works for them for free........
Was on a short schedule because of a prescheduled trip overseas.
Gave them 11.5 business days and 15.5 calendar days to arrange shipping. No problem, they said.
With 5 business days to go, I gave them an increase in fees of 42% to try to get it done. Got Rachel on the phone 1 time and she said making my schedule was doable.
Sent numerous emails to Rachel, numerous calls to Rachel and staus team - never reaching a person but leaving messages. Never a return call!
Ended up making expensive short notice airline reservations to fly down and drive back.
A wasted 2+ weeks of my life.
Don't know if all the transport companies are this incompetent but you should try any other one except Stateway.
Stateway Auto Transport Reviews
I will do my best to relate this nightmare scenario as quickly as possible. We just lost our home and all of our belongings in a Nationally declared disaster/wildfire in Washington State and had to relocate to Tennessee in order to keep from becoming homeless. All we had left was our truck... which I hired Stateway to transport for us. First... they did not pick it up when stated nor did they pick it up during the window they permit themselves. When I kept asking them why it had not been picked up they would give me a different story according to whom I spoke with. The original contact... Rachel was so rude to me and actually began threatening me... so I refused to communicate with her.
Good luck getting in touch with these people if you have a complaint. They had a guy named Andy communicate with me and he told me that for an additional amount of money $1500 they could get my truck picked up within the next day. I agreed to that but it was not picked up as stated. 4 days later I get a call from the driver asking me for directions. His name was Rolarick Thompson from Thompson's Auto Transport in Memphis. I spoke to him as he loaded our truck on the phone. Even though he did not pick up the vehicle for weeks after the quoted pick up date... I still was able to deal with the issue.
Our truck was supposed to be delivered by Halloween but it never arrived. NOT ONCE did the so called president of this company... Mr. Mike Lowell EVER try to communicate with me as to why their website is filled full of lies and deceptive statements and he never once explained why they gave a felon without a current license to transport or current insurance the ability to have access to the only thing we had left to our names... our truck. He has also not responded to any of the communications sent by my lawyer trying to get this company to replace not only our vehicle but the tools and items inside left by people who contributed items to help us in our transition such as handmade quilts and coffee. The company now claims they are just brokers but they hired this thug to transport my truck and have done absolutely NOTHING to help us even after I gave them all the information needed to contact the driver themselves. IT IS THEIR RESPONSIBILITY!
I want my property that you people permitted to be stolen! Being kicked this hard when you are already down is not something you would want to experience on the receiving end. Time that you are held accountable for your terrible business practices and blatant negligence.
On March 2, 2015, I placed an order with stateway to ship a Nissan Murano car from New Jersey to WA state. Tim, the sale person sent me a message that states: "Standard pick up window is 1-7 business days from ready date of 03/05/2015" After waiting for my automobile to be assigned to a transporter for more than 2 weeks, contrary to 7 days promised by Stateway, I requested cancellation and sought for another shipper. Dawn Morrison Account Manager promised to find a carrier, he never did. On March 16, 2015, Pam Cohen, customer service acknowledged my request to cancel auto shipping service with Stateway Auto. On March 18, 2015, she sent another email assuring me of the cancellation. "I have emailed our cancellation dept to get this taken care of for you." On April 22, stateway Dispatch sent me an emailed that they were ready to ship. I replied and copied both Dawn and Pam stating that the transaction had been cancelled. On April 22, Dispatch replied back with: "OK we will cancel dispatch. Thank you." On April 24, my bank card alerted me that Stateway auto had charged my credit card in the amount of $195. BIG TIME FRAUD! Nobody should be allowed to go through this kind of mess and Tim, Pam, Dawn and Marissa should all be ashamed for putting a 68 year old man through this mess. REFUND MY $195 IMMEDIATELY AND APOLOGIZE!
Cancelled my order on 2/16/15 after 3 weeks of waiting. They never called or showed up. Just wasted 3 weeks of my shipping time in which I had to rent a car to get around that cost me $800
I payed on 1/26/15. Today is 2/14/15 three weeks later. My car has not even been "scheduled" to be picked up leave alone being shipped. They promise you a schedule in 7 working days and then just make excuses after excuses when you call. First 2 weeks nobody called or returned my numerous calls. I have no idea how they got high ratings on Consumer Affairs. They must have rigged their employees to post good reviews on Consumer Affairs. I will never trust the reviews on Consumer Affairs again. Shameful!!!
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
We scheduled transport on 12/29/14 with Rachel, who told us my car would be delivered on 1/11/15. Total cost would be $495, $195 deposit $400 COD. The vehicle would be picked up on the 9th and we would have a confirmation on the 8th. By the end of the day on the 8th, we still hadn't heard after several e-mails and phone calls to them. Finally, I left a message on the “new order line” and got a call back in 30 minutes. When the woman realized I was not calling about a new order she told me customer service would need to call me back. I explained that I needed to speak with someone now. She then placed me on hold for 55 minutes! It was 55 minutes not because someone actually picked up, but because I eventually had to hang up.
Meanwhile, my husband e-mailed the new person in charge of our order, Toni, who informed us he would have it sorted out. Then the next day we got an e-mail stating they had dispatched a carrier. The 9th came and went. Called again, left more messages and e-mails. Same thing on the 10th, 11th, and 12th. Then late in the day on the 12th we received an e-mail stating the vehicle had been "un-dispatched." More calls and e-mails and finally my husband was able to talk to a "supervisor" who promised to fix it. On the 13th we continued to call and e-mail with no answer. On the 13th at 5:23pm we got an e-mail stating the truck had been dispatched. On the 15th, we got a call from the driver who said he’d pickup around midnight. Inconvenient but I honestly did not care. Car got picked up, but the ordeal wasn’t over.
The driver called on 1/18/15 to say he'd be here on 1/19/15 and that we owed $600 COD, not the $400 in our contract. The driver said that he has a contract with Stateway for $600 COD. Guess who is nowhere to be found...yep, can't get anyone at Stateway. We will see what happens when my car gets here but if the driver does not remove our car from the truck I plan to call the police to handle the situation.
Update: Got a phone call two hours after posting my review. According to Stateway, the additional $200 was because they "expedited" shipping with the new carrier. We were then told that Stateway would pay the $200 difference. Car got here, we paid driver $400 and all is well. We continued to get calls from Stateway all day as they are very concerned about my review. I spoke with Anna, who said to me she is one of the owners and is concerned about my review. I reiterated everything I wrote and she apologized saying she would look into the issue and that she would refund my broker fee. Anna asked me multiple times to take down my review and I told her that I am not willing to because the facts are the facts and while I appreciate her willingness to "fix" the problem after the fact, it simply does not change what happened. Anna did tell me she can delete it for me, which I declined to allow and I sincerely hope they do not take it down without my consent. I think that it is important to inform others of what could happen when shipping their car.
Update: On 1/20/15, I received an e-mail from Mike Lowell at Stateway who again asked us to reconsider our review. Mike called multiple times that day. My husband answered and Mike said he would call him on 1/21/15. At 7:33p on 1/21/15, he sent my husband a text saying that the meeting had gone longer than expected and offered to call the next day (1/22/15). We agreed and Mike said thank you then said that they are discussing our situation with the attorneys as well because our issue stemmed from the same source. My husband explained that it was not a website issue, it was the lack of customer service to which Mike replied that he "understands" but their manpower and resources were directed to resolving the hack (from two months ago). He then said no one was ignoring us or being negligent, and that they were "literally under attack." Funny thing to say to a combat veteran, but I digress. Mike told us that they are as much victims in “this mess” as we are and that our bad review is hurting them even more. On 1/22/15, Mike texted to say that he had to leave early to get his kids from daycare and asked if he talk later tonight or tomorrow. He told us he is still "battling the hackers daily." My husband again agreed; we haven't heard from them sense.
This demonstrates that their customer service issues are systemic and I felt the need to update my post in order to show others a true and honest portrayal of this experience. I read some of these other if they are customers at all. All of the negative reviews have the same point to make about the lack of communication and follow through. The mangers at Stateway claim that this is not their typical practice but I don't believe that. If there was a zero tolerance policy for not communicating with customers or leaving them on hold for close to an hour, their employees wouldn't do it.
Was hired by Stateway Auto Transportation to transport a 2014 Infiniti Q50 for a customer of theirs from OH to FL. Contracted as a Collect On Delivery (COD). Stateway collected all the money upfront from the customer so when we arrived to deliver the car and collect payment, customer stated they already paid in full upfront to Stateway.
Called Stateway while with customer and they answered their phone. Spoke with multiple persons until Becca got on the line and said if they deposit the monies into our Bank account with Bank of America first thing Friday morning (as it was day before Thanksgiving) would we drop the car. We agreed after going back and forth as long as they changed the dispatch and contract to read 2 day Quick Pay.
Friday came and went. No money!!! Monday, Tuesday and Wednesday went not check, no deposit and no one answers any of their phones, returns emails or calls.
No one even answers any of the multiple numbers they have.
847-850-5529
847-668-2471
847-215-4724
877-848-7474
In the past month they have received 5 negative ratings and 9 additional in past 6 months.
Do NOT do business with this company as they DO NOT pay their bills.
I assume they think everyone works for them for free........
One car to pick up in AZ and deliver to WA.
Was on a short schedule because of a prescheduled trip overseas.
Gave them 11.5 business days and 15.5 calendar days to arrange shipping. No problem, they said.
With 5 business days to go, I gave them an increase in fees of 42% to try to get it done. Got Rachel on the phone 1 time and she said making my schedule was doable.
Sent numerous emails to Rachel, numerous calls to Rachel and staus team - never reaching a person but leaving messages. Never a return call!
Ended up making expensive short notice airline reservations to fly down and drive back.
A wasted 2+ weeks of my life.
Don't know if all the transport companies are this incompetent but you should try any other one except Stateway.