Complaint Policy

A1-AT is fully committed to providing safe, top-quality services to every client we serve worldwide. We strive to treat our customers fairly by addressing any concerns or complaints that a client may have promptly. Our company believes that you have the right to wage an objection concerning the staff, third-party vendors, general operations, and other sectors of a company where you feel their best interests have been affected adversely.

The purpose of the A1-AT's Complaint Policy is to ensure our customer's rights are fully protected and that all objections are handled efficiently to resolve issues sufficiently. An active 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 objections are reported and to identify areas of our business that may need to be improved.

Our goal is to maintain a positive reputation by providing high-quality services and 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 hauling and customer service skills.

The Process to File a Complaint

Customers who want to file an objection should direct concerns to:

or to our physical address at:

A1-AT

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 log by management. Management will work to resolve it within 10 business days of its receipt. If management deems that they are unable to resolve a complaint immediately, they will let the client 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 to work towards a quick resolution. If we request further information and it is not provided, we may not be able to resolve it 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 it to a higher priority. All escalations will be reviewed by a member of management.

Review Process

The 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 that 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 protests.
• Respond within 3 business days to acknowledge your objection has been received.
• To respond to clients on time when it is filed.
• To stay in touch with customers once a complaint has been filed to let them know the status.
• To review our procedures quarterly to ensure our system is effectively working.
• To take quick action to take care of your objection and when necessary, to amend our business practices to ensure a higher standard of service.
• To handle all complaints confidentially.

What Our 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 Policy Does Not Cover:

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

Our Guarantee

We value our customers and will never treat you less favorably than any other client 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 objection 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 client.

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 by the laws of the State of California. If it concerns an employee or contracted laborer, driver, or other, your information will remain confidential.

What Happens When We Resolve a 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

A1-AT 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 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 specialist at 1-831-778-4529.

We Value Our Customers

We value our buyers and we strive to go above and beyond to ensure 100% satisfaction with our services at all times.

We try to stay as transparent as possible for our clients 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 you say about us.