Company Response Review Report Review
Shady! Stay Away!

Laura Submitted this review about BWT Group LLC DBA MoveWheels.com
Review made Live: 12/20/2017 11:35:00 AM
I was in contact with this company to have them move my car from CO to MI in mid December 2017. I talked with a man named Russell Snow who was my only point of contact though this. Initially things were going well, he talked about a contract he sent over that I needed to sign to secure him as my contact to find me a carrier, he also explained how the process worked, saying $200 was due on a credit card when my car was picked up in CO, then the rest was due preferably in cash when my car was delivered in MI, a price was put in place and that was it, this conversation happened in the morning on 12/18/2017. A few hours later Russell called me and said that the cost to move my vehicle was now $700, I explained to him I had only allotted $600 for this move, he gave me the run around with how it was close to Christmas and this was how much it was going to be, why they didn't initially quote me $700 I'm not sure. I was very stern and very precise when I told him I was going to look for other options, to throw away all of my information and I no longer needed his service, I even sent an e-mail to him confirming that I was no longer in need of his service and he left me a voicemail saying the carrier he had in mind for me was full and it was too late and that this was it, this conversation happened at 1:00pm on 12/18/2017. This is when things get bad, I woke up the next morning (6:00 am on 12/19/2017) to an e-mail saying the carrier was coming today. I sent Russell an e-mail saying there should be no carrier, we never agreed on a carrier and I had cancelled everything with this company yesterday (12/18/2017) at 1:00pm, he told me it was too late to cancel, that now I would have to pay $95 - $200 in a cancellation fee for something I never asked for or agreed upon. I had to call the carrier myself on the morning of 12/19/2017 and apologize to them on Russells behalf for wasting their time and booking something without the customers permission. What makes me the most upset with this company is that they did not do what I said, they completely dismissed what I said and the e-mails I sent, the actions they performed against me were illegal, they held on to my information when I said to delete it, then went ahead and scheduled me for something I did not ask for or agree upon, full well knowing I didn't want it thinking they could get some sort of money out of me, they did all of this under my name using my credit card information WITHOUT my permission. This company then harassed me with calls and e-mails and went behind my back and used my information to book a service I did not request. I have all the e-mails stating the exact time I cancelled all work with this company and the voicemail from Russell telling me the carrier was booked and I no longer had a spot (12/18/2017), and I have the e-mails from the next day (12/19/2017) when he booked a carrier without my permission using my information and under my name. Not only was this carrier booked illegally and behind my back, the payment they wanted was completely different from the one Russell and I initially discussed, this carrier wanted $70 on the card and me to pay a significantly higher amount of cash upon delivery - none of this was ever discussed with me. Russell was extremely rude and unprofessional, the actions he took when he used my information to book a carrier without my permission is illegal and the harassment I got from this company was unlike anything I have experienced before.
Shipment Details
Origin State:
Colorado
Pickup:
Never
Destination State:
Michigan
Delivery:
Never
Customer Service
Honesty:
Knowlegeable:
Promptness:
Customer Service:
Review Details
Quote or Order Id:
412905
Quote or Order Cost:
$595

Company Response
Linda Ross from BWT Group LLC DBA MoveWheels.com Submitted this response.
Response Date: 12/21/2017 12:51:00 PM
We are really sorry to hear about that. We got in touch with client immediately and did our best to resolve this matter. We have checked our records and we see that you've signed a contract with our company for $595 all included. You indicated that the first available pick up day should be Dec 19th. Our sales agent after numerous attempts managed to assign a carrier for $595. The driver supposed to pick up your vehicle on Dec 19th as we agreed on. And according to the contract if the driver is assigned to the order any cancellations lead to $95 cancellation fee, since we have to confirm the load to the driver. We regret that process of transporting your vehicle was disappointing . At this point we already cancelled your order and canceled authorization of $70, you should see funds unblocked in full amount within next few days. Also we really hate to leave our clients unhappy so if there is a way how we can settle this misunderstanding, please let us know.