My Honda Civic was picked up by DAS in Pennsylvania on July 31st. When placing the order on the telephone, your sales representative told me that the car was estimated to arrive at the DAS terminal in California by August 20th. He also informed me that:
The car often arrives much earlier than the date provided; they just like to provide a large window in case of the unexpected. I would be able to trace the car across country using a GPS service available on the DAS website.
On August 13th, I visited the DAS website to track my car. The website informed me that the car was currently at the DAS terminal in Linden, New Jersey. I checked the website again on August 14th and the information was the same: the car was at the DAS terminal in Linden, New Jersey. I became concerned at this (lack of) information, and decided to call DAS to confirm the car was in New Jersey and to see if the August 20th due date had changed.
On August 14th, I called DAS and waited for 23 minutes to talk to a customer service person. When I did get an actual person on the telephone, I explained that on the DAS website, the car was still listed at the terminal in Linden, NJ, a full two weeks after the car had been picked up in Pennsylvania. And note that New Jersey is in the exact opposite direction of where my car was supposed to be going: California. I was told by the DAS representative that the information on the DAS website was incorrect. She told me:
My car was currently in transit across the country.
The car carrier's GPS was broken and not working correctly. I could call DAS again tomorrow (the 15th of August) to get more accurate data on the location of my car.
On August 15th, I called DAS to get a more accurate location on the car, as advised by the DAS customer service representative. I waited close to 25 minutes, again, to speak to a customer service person. When she came on the telephone line, I explained the situation and asked about the location of my car. I was told:
My car was en route to California and was scheduled to arrive at the terminal in Gardena at approximately 1:30 in the morning on August 16th according to the report provided by the car carrier's driver. My car would be ready for pick-up that day and that the terminal would call me to confirm the car was ready for pick-up. I could also call DAS back for pick-up confirmation on August 16th.
On August 16th, I contacted DAS again to determine if the car was ready for pick-up. At approximately 12 noon, I waited on hold for the standard 20-25 minutes to speak with a DAS customer service representative to confirm my car was ready for pick-up in Gardena.instead, when she came on the line, I was told:
My car was in Virginia, and she had absolutely no information about the broken GPS, the information previously provided by DAS or the car carrier's driver.
I asked to speak to her manager and was placed on hold for another ten minutes. Finally I was passed to the voicemail of a person identified at Glenda. I left a message for this person and waited for a callback. I filed a complaint with the Better Business Bureau, and left another message for:
Erin Almond, Customer Service Director for DAS
On August 17th, I had not received a callback from either Glenda or Erin Almond. I called DAS again, and waited approximately 20 minutes on the telephone to speak with a customer service representative. I explained the problems I had encountered because of DAS and asked to speak with a manager. I was transferred to the voicemail of a Ronnie Virgen. I left a message and never received a callback from her.
Later that same day, I received a callback from Glenda. The lame excuse she provided me, while giggling intermittently, was the most absurd, and stupid, excuse I ever heard. She told me:
My car was scheduled to arrive in Gardena, California on the 16th of August at approximately 1:30am when he made that report to DAS, but then the driver had unexpected mechanical trouble that had to be fixed so he pulled over, in Virginia.
When I explained to her that her excuse was impossible, that there was no way the carrier could determine a August 16th 1:30 am arrival in California (a state located on the WEST COAST of the United States) from Virginia (a state located on the EAST COAST of the United States) on August 15th, she had nothing to say.
When I told her I had lost valuable time and money because of the ineptitude of DAS customer service reps, she offered me a discount of $50. When I told her that was not satisfactory and asked to speak to her manager; she passed me to the voicemail of a Darrell Woolison.
At this time, I left a voicemail for Darrell explaining the problems I had encountered with DAS incompetent customer service/GPS tracking. I never received a callback from him.
On August 21st, I picked the car up at the terminal in Gardena. I explained to the person performing the final check on my car my extreme dissatisfaction with DAS. He suggested I contact Darrell Woolison, but when I asked to speak with him directly, he told me Darrell was not in the Gardena office. I explained that I had left Darrell a voicemail on Friday and he assured me I would hear from him. On the contrary, I never heard from him.
Unfortunately I was not surprised, being given the incorrect information repeatedly by the clueless customer service representatives at DAS. Due to the lack of response from management, however, I can only surmise that the customer service reps are mirroring their own incompetence.
DAS ineptitude and propensity for mistakes is one thing. But the total disrespect and ignorance of DAS customer service and management personnel is another. And combined they create a sloppy, careless level of service that I clearly see to be a detriment to DAS.
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