BEWARE pick-ups aren't guaranteed, even if you pay extra for a certain date.
We booked and pre-paid for McCollisters to transport our classic car. No one lived at the house where the pickup would be happening so we had to arrange for people to fly in to meet at the pick-up location. I called McCollisters to ask how the process worked, they told me I could pay extra to have it picked up on a specific day vs a window time. I booked the 1-day pickup about 2 weeks out on a date they said was available in the calendar. 2 days before pick-up we hadn't heard anything from them so I reached out and asked if we will receive an approximate time for pick-up. They told me that I would get a time range once a driver was booked. The day before the pick-up they informed me that they were still looking for a driver and would be unlikely able to find one for the next day. We were left scrambling to try to find a way to get our car transported by someone else because they couldn't tell us when they would find a driver.
The customer service rep was hard to get a hold of since her voicemail was full and was not responsive to email, including trying to get our money back when they didn't transport our car. After waiting for more than 10 days I had to finally call to get someone in Billing to issue a refund. I wanted to trust a big national brand to be more on top of it than a local with a trailer but in the end we found someone who was able to help us the next day and so communicative. read more
