Order #XXXXXXX for transport of a 1999 ***** ** *** from ******** ***** ** (XXXXX) to ********* IL (XXXXX) was not completed by the driver as advertised by BKK. BKK should have never used this driver.
Service was advertised as door-to-door but I had to travel more than 1 mile to drop off the car in ******** ***** ** and then again to pick up the car in ********* *** Door to door means that if the 18-wheeler doesn't fit under some bridges and trees, it is the company's responsibility to find a flat-bed truck to transport the car to my door.
Customer service was advertised as 24*7, but BKK made no effort to contact me that my car was being delivered 2 whole days early.
I was told the car would be dropped off on Thursday night or Friday morning. Instead, I got the call to be available on Tuesday night at 9:30pm saying the driver would be there within 45 minutes. I never got any prior notice on Tuesday AT ALL. This ruined my Tuesday night plans and caused a lot of trouble. It was not the service I agreed to.
In email from BKK, the response was "Is Hard car shipping is hard for every body to driver for customer and dispatcher in order to make it happen and did happen
Thank you for your very good cooporation and help
We appreciate it so much
I paid $500 for the transport service.. $150 to BKK and $350 to the driver.
I am asking for a refund of $50 from BKK for not delivering the service it advertised. The $50 refund will cover the transport I had to seek to meet the driver at his location instead of my door to door, and also cover the loss of time on Tuesday night by having to leave dinner early and meet the driver when he called at 9:30pm.
Contact Name and Title: ******* ********* owner
Contact Phone: XXX-XXX-XXXX
Contact Email: ***************@gmail.com
The customer has no reason to complain for service that was made as was described .First we told him that in our terms and conditions of agreement was stated ( see link at botton on our website terms ) that vehicle sometime of case may not be delivered exactly to the adress for the reason tha there MAY BE bridges, street restrisctions, hanging trees and etc. and it will be delivered as close as possible to some place very close by delivery adress like wall,art , grocery store , gas station or big parking lot . and the bill of lading( proof of delivery ) was signed the adsress he requested and was very closed the delivery and there is no reason to ask for better service or discount.The driver to make it very close delivery had to drive on street whre were hanging trees and he did scratch some of other cars on top of his trailer that costed him to pay for fixing that scratches just make very close to delivery location # 2 Second - the dispatcher and driver called him with 24 hours notice and in advance prior pick up called him many time to inform the custoemr for exact time and date and them when he was close to dleiver it he called him agaim but the customer did not care and decide to stay in the restaurant and have the drivr to wait for him long time that customer supposed to pay the driver $ 100 extra for waiting ime and driver accrding to the contract he could take the car to storage store if the customr had him to wait more than 1 hour but he did not and he did ask the customer $ 100 extra but the customer on top if is asking for $ 50 discount that is not good.Thanks you for understanding .Regards- BKK TRANSPORT AND BROKERAGE
Final Consumer Response
(The consumer indicated he/she DID NOT accept the response from the business.)
To be accused of lying by BKK is incredibly insulting, and BKK has made no effort to remedy the situation. I have no reason to issue a complaint unless, in fact, BKK did not deliver the service they required.
I have phone records, text messages, and voicemail record from my cell phone provider, and the only evidence of communication I received on **** was from the driver at 9:28pm notifying me that he was arriving in ******** within 45 minutes. Because I was in the city, I had to leave dinner immediately and catch public transportation. At 11:10pm, after leaving dinner immediately, taking the El back, stopping by an *** to get cash, and then getting a friend to drive me to the grocery store parking lot, I called the driver letting him know I was pulling up in. Yes, the driver had to wait for me, but it was not the 3 hours BKK claims, and the driver knew he did not give me enough notice. It is unbelievable that BKK is claiming I got "lucky" that the driver did not ask me to pay $150. Had I received more timely notice from BKK and the driver, I would not have gone to dinner in the city and would have been prepared to meet the driver when he arrived. I was never contacted by BKK or the driver until 9:28pm. I did not receive any communication from dispatch or the driver "3 hrs to 24 hrs before", as BKK claims. In fact, BKK cannot provide evidence of this, as I have. Thus, the reason I have spent the time filing BBB complaint is to ask for a $50 refund for the inconvenience caused that night and BKK's failure to deliver on the agreed service.
As BKK is accusing me of lying and is not looking into the true events of what occurred, it is clear that BKK is not interested in trying to remedy the situation or address the matter. I would not recommend doing business with BKK, as honesty and customer service are not principals that BKK values.
Final Business Response
CUSTOMER IS LYING AND THE ALL REASONS HE IS COMPLAING ARE NOT TRUE. WE CALLED HIM IN ADVANCE 3 TO 24 hours AND SUBCONTRACTOR DISPATCHER and driver CALLED HIM TOO PRIOR PICK UP AND DELIVERY. HIS CAR WAS PICKED UP FROM HIS ADRESS AND NOT 1 MILE AWAY FROM AND DELIVERY VERY CLOSE BY HIS ADDRESS BECAUSE THAT ALL WAS POSSIBLE BECAUSE WERE BRIDGES AND HANGING TREES TO HIS DELIVERY LOCATION AND THE DRIVER HAD TO SCRATCH OTHER CAR ON HIS TRAILER IN ORDER TO MAKE IT CLOSER DELIVERED AND WE STATED THAT IN OUR TERMS AND CONDITOINS OF AGREEMENT THAT HIS VEHICLE WIIL NOT BE DELIVERED EXACTLY TO HIS DOOR IF ANY HANGING TREES , BRIDGES OR ANY OTHER RESTRICTIONS ARE ON THE WAY TO DELIVER HIS VEHICLE BUT WILL BE DELIVERED AS CLOSE AS POSSIBLE AND AS SAFE AS POSSIBLE . AND DRIVER WAS WAITING FOR THE CUSTOMER 3 HOURS TO FINISH HIS DINNER AND DRIVER CALLED THE CUSTOEMR 5 HOURS IN ADVANCE PRIOR DELIVERY AND CUSTOMER KNEW THE TIME OF DELIVERY BUT HE DID NOT CARE AND HE HAD THE DRIVER WAITING FOR HIM 3 HOURS THAT CUSTOMER HAD TO PAY THE DRIVER $ 150 FOR WAITING TIME THAT THE DRIVER DID NOT ASK HIM FOR EXTRA $ 150 BUT ON TOP OF THE CUSTOMER IS ASKING $ 50 OFF.THERE IS NO REASON FOR $ 50 DISCOUNT .THATS NOT ACCEPTABLE - Thanks - Regards- BKK TRANSPORT AND BROKERAGE