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Joe brought me peace of mind. I can’t thank you enough for being so reliable and trustworthy

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Complaint Policy

Complaint Policy
Complaint Policy

A-1 Auto Transport is fully committed to providing safe, top quality auto transport services to every customer we serve worldwide. We strive to treat our customers fairly by addressing any concerns or complaints that a customer may have in a timely manner. Our company believes that a customer has the right to wage a complaint concerning the staff, third party vendors, general operations and other sectors of a company where the customer feels their best interests have been affected adversely.

The purpose of the A-1 Auto Transport Complaint Policy is to ensure our customers rights are fully protected and that all complaints are handled in an efficient manner in order to resolve issues sufficiently. An active complain policy provides a way for our company to offer a satisfaction guarantee to dissatisfied customers and to make sure management is taking time to monitor staff to ensure all complaints are reported and to identify areas of our business that may need to be improved.

Our goal is to maintain a positive reputation with our customers by providing high quality auto transport services and customer care. Just as we value your business, we also value any complaints that you may have as they assist us with working to consistently improve our transport and customer service skills.

Process to File a Complaint

Customers who want to file a complaint should direct concerns to:

  or to our physical address at:

A-1 Auto Transport

9032 Soquel Drive #200

Aptos, CA 95003

Phone: 831-778-4529

The complaint should be made in writing so it may be logged into the complaint log by management. Management will work to resolve the complaint within 10 business days of receipt of the complaint. If management deems that they are unable to resolve a complaint immediately, they will let the customer know that more time will be necessary to complete an investigation into the matter.

If there are circumstances that must be reviewed or defined, we will contact you to clarify the information that we need inn order to work towards a quick resolution. If we request further information and it is not provided, we may not be able to resolve within 10 days.

Once a complaint has been filed, you have the right to speak to a customer service team member for further information or to escalate your complaint to a higher priority. All escalations will be reviewed by a member of management.

Complaint Review Process

The A-1 Auto Transport complaint log will be reviewed weekly to pinpoint areas that need attention and a thorough follow-up shall be conducted with management and team members to ensure proper procedures are being followed.

Our Responsibilities to You

As a company who values and respects our customers, we promise to:

  • Provide simple access to filing a complaint. This includes assistance for those who may have special needs or disabilities that require assistance.
  • Provide an efficient method of handling all complaints.
  • Respond within 3 business days to acknowledge your complaint has been received.
  • To respond to customers in a timely manner when a complaint is filed.
  • To stay in touch with customers once a complaint has been filed in order to let them know the status of their complaint.
  • To review our procedures quarterly to ensure our complaint system is effectively working.
  • To take quick action to take care of your complaint and when necessary, to amend our business practices to ensure a higher standard of service for our customers.
  • To handle all complaints confidentially.

What Our Complaint Policy Covers:

  • Improper action taken by an employee or a contracted agent on our behalf.
  • The behavior of a staff member.
  • Service standards and rendered services.
  • Material or personal damage.

Our Complaint Policy Does Not Cover:

  • General company inquiries.
  • Questions about company policy and procedure.
  • Anonymous complaints.
  • Prior complaints that have already been investigated and closed.

Our Complaint Guarantee

We value our customers and will never treat you less favorably than any other customer based on the following:

  • Disability
  • Sexual orientation
  • Religious beliefs
  • Marital status
  • Political beliefs
  • Language
  • Age

We accept complaints via email or postal mail and always treat every complaint seriously and with complete respect for the customer. We will always treat you with fairness and courtesy. We expect you to also treat our team with the same fairness and courtesy.

Third Party Representation

Those waging a complaint may have designated third party act on their behalf to make inquiries or receive updates. A third party can be a family member, friend, social worker, physician, attorney or other individual who has permission to represent the customer.

To have a third party represent you, you will need to provide written consent to give permission. The third party must be named within the consent for us to disclose information.

Confidentiality

All information submitted in a complaint will remain confidential. This includes all identifying information about you in accordance with the laws of the State of California. If the complaint is concerning an employee or contracted laborer, driver or other, your information will remain confidential.

What Happens When We Resolve a Customer Complaint?

When we resolve a complaint due to our fault, we will:

  • Take time to explain what happened
  • Accept responsibility for the issue
  • Apologize for our mistake
  • Make changes as required
  • Change policies and practices where it makes sense to change
  • Make financial compensation when deemed necessary
  • Train or retrain staff, including those in management or supervisor positions
  • Provide the service requested if sensible to do so
  • Explain what happened

A-1 Auto Transport values your feedback, even complaints, as it helps us to continuously improve our services, maintain close business relationships, remain customer focused and be a company that treats all customers with fairness and respect.

To Contact Us About a Complaint:

All complaints must be in writing and should be sent to us in the following manner:

Postal Mail:

A-1 Auto Transport

9032 Soquel Drive #200

Aptos, CA  95003

Email:

If for some reason you are not able to contact us in writing due to a disability or special need, you may call and speak to a complaint specialist at: 1-831-778-4529.

We Value Our Customers 

A-1 Auto Transport values our customers and we strive to go above and beyond to ensure 100% satisfaction with our auto transport services at all times.

We try to stay as transparent as possible for our customers and work to make it easy to contact us. You can also find us on Facebook and Twitter to stay on top of our work, read our blog or see what customers say about us.

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Joe Webster began his journey in the auto transport field by attending the University of Southern California (USC), where he graduated with a Bachelor of Business Marketing. 

After college, he started his career in the auto transport industry from the bottom up and has done virtually every job there is to do at A-1 Auto Transport, including but not limited to: Truck Driver, Dispatch, Sales, PR, Bookkeeping, Transport Planner, Transport Manager, International Transport Manager, Brokering, Customer Service, and Marketing. Working with his mentor Tony Taylor, Joe Webster has learned the ins and outs of this industry which is largely misunderstood. 

With over 30 years experience in the industry, we've been helping people ship their vehicles, motorcycles, RV's, heavy equipment, household goods and more across the country or overseas without a hitch. Ask us anything.


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Testimonial
Mylene Rutllant
It’s my number one pick in auto shipping to this day.
★★★★★

Due to the nature of my work, I must relocate every couple of years to where my company needs me. Because of this, I’ve tested several moving and auto transport companies over the years.

And my choice in terms of auto transport has to be A1 Auto Transport. It’s in the name, but also in the quality with which they do their jobs. I’ve never had a problem with this company.

The only time my shipment was delayed was during winter when a snowstorm closed down all the major roads. And they still found an alternative and got my car delivered before roads got unstuck.

When I moved to West Virginia, they picked up my car the very day I called them. I like to think they take special care of me considering all the business I’ve sent them. I’ll continue to support A1 Auto Transport. It’s my number one pick in auto shipping to this day.

Testimonial
Luis Rodriguez
You have my full support and recommendation!
★★★★★

I considered selling my car when I moved to Washington. It was old and rusty, but I grew attached to it. So, I called a couple companies to transport it to my new home, but they both fell through.

The first one couldn’t decide on a schedule. He would constantly change the pickup date till I got frustrated and canceled. The second was insufferable, very rude on the phone, even worse in person.

They started picking a part my car asking me why I still have it. If that’s their opinion of my vehicle, how can I trust they’ll take care of it? If something happened midway, why wouldn’t they just blame it on the car instead of paying up?

So, I cancelled this company as well and turned to A1 Auto Transport. From the get go, they were very different from my past options. Their website was very professional and up to date, full of useful information. I requested a quote using their online form, and I got an email response within an hour. Surprisingly fast!

If I didn’t know any better, I would’ve thought they were lacking customers, but the email spoke for itself. In just one email, everything I needed to know was there, including a contact number I could use to get more information or confirm the transport.

I called and got things rolling. I was very pleased with the driver. He followed standard procedure and represented his company well. Can’t remember his name, but props to him!

The car arrived in Washington 6 days later in excellent condition. From what I understand, the transport was delayed a bit by a storm, but since the time window was 4-6 days from the beginning, I don’t really care. You have my full support and recommendation!

Testimonial by Cristine Benoit
Cristine Benoit
I can safely say this is a legit company that will get the job done.
★★★★★

There are a lot of options for auto transport these days, which surprisingly makes it harder to find a good company. I received more than 10 offers to ship my car, but I couldn’t decide on any of them.

After doing some research, I got even more worried reading about all the scams and accidents that can happen. But, I have work to do and couldn’t afford to drive my newly purchased Mini Cooper all the way to Virginia.

Fortunately, I made the right choice with A1 Auto Transport. They are very good at their jobs. I spent more than an hour drilling Joe with various questions, and he never once lost his patience. He saw I was interested, so he bore with me until I was satisfied. The driver was also very courteous and my car was intact on arrival. I couldn’t have asked for more.

By the way, the price we first agreed on stayed the same. There were no delays or unexpected “surprises.” I can safely say this is a legit company that will get the job done.

Testimonial
David Osallo
We give A1 Auto Transport a big 10 out of 10!
★★★★★

We give A1 Auto Transport a big 10 out of 10! We chose them to move our car from California to Vermont, since we needed professionals.

We were abroad during the transport, so the transport was a bit tricky. The driver had to pick it up from storage on short notice and get it to its destination within at most 10 days. I was happy to note it arrived sooner. We got it 3 days early, right when we got home to pick it up. It made getting around way easier. Awesome service!

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A-1 Auto Transport Serves the World

We ship to locations in all 50 states and countries across the world.

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A-1 Auto Transport is a disclosed agent for the following shipping companies:

Trans Global Auto Logistics, Inc.
3401 E Randol Mill Rd
Arlington, TX 76011
NO. 018191NF
CFR Rinkens
15501 Texaco Avenue
Paramount, CA 90723
NO. 013055NF
ABC Worldwide LLC
2840 NW 2nd Ave #105
Boca Raton, FL 33431
NO. 025472F
CSI Logistics
435 Division Street
Elizabeth, NJ 07201
FMC 22206
Intl Cargo
45 Campus drive
Edison, NJ 08837
NO. 17858N
ShipYourCarNow LLC
1160 South Rogers Circle Suite 1
Boca Raton, FL 33487
NO. 025646
Merco Air & Ocean Cargo, Inc.
6 Fir Way
Cooper City, FL 33026
NO. 021869F
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