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Poor Customer Service
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The representative (Dorian Smith) from K&R contacted me on April 4th 2013 and gave me a quote with a guarantee to pickup my vehicle by the 6th. I signed their contract with the understanding that they will charge my credit card only after my vehicle was
picked up by their assigned truck. He called me on the 6th to tell me that the pickup attempt had failed as the assigned truck had a problem with the loading gear. He told me that they were working on getting a backup/emergency truck the same day or the next
and that they would call me back with the status. I didn't receive any more calls from K&R that day or the next. I left voicemails on their line and did not get a response. They charged my credit card on the 5th even though the pickup scheduled for the 6th
never happened. I left them another message on the 7th asking for a status and got no response, so I sent an email requesting a cancellation and refund. I finally got an email response from a manager (Michael Owens) stating that they had provided me the driver
info and that, per their contract, a cancellation would result in me forfeiting my deposit. The industry standard is for the broker to collect the deposit only AFTER the vehicle has been picked up, so I again requested a refund by email but didn't get a response
at all. Whether or not they actually had a truck assigned and whether it really had a loading problem is a moot point. The fact is that their communication left a lot to be desired and their lack of follow-up to a genuine inquiry by a customer is completely
unprofessional. My intent is to make other consumers aware of K&R's complete lack of customer orientation and their practice of collecting a deposit for NO service rendered.
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